Optimising payments ops to deliver seamless support, enhance compliance, and drive safe, efficient solutions across global markets.

Position Overview

The Payment Operations Analyst is responsible for delivering exceptional payment support while ensuring that we provide our customers with a broad portfolio of solutions across all our markets, focusing on operational optimization of our solutions and management of existing providers. You will work in close conjunction with the Risk Team and Customer Service whose remit is to ensure we create a safe and compliant environment for our customers through various measures such as combatting money laundering, preventing credit card fraud, affiliate and bonus abuse and aligning with regulatory requirements.

Key Responsibilities

Act as a support payment agent by engaging directly with customers through our internal chat tools to efficiently resolve any deposit-related issues
Engage with customers via chat and email, be relentless in resolving their issue, minimising customer disruption
Act as a 2nd line support for all internal escalations with regards to payment queries, dealing primarily with missing deposit and withdrawals
Liaising with PSP’s on operational issues and to make customer journey improvements
Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing, VIP, etc) to effectively resolve customer queries
Review the policies and procedures of the payments department and make recommendations for improved efficiency
Escalating urgent and important issues through the appropriate channels
Liaise with finance team to ensure optimal reconciliation of payments
Take a pro-active and holistic approach to ensure we provide our customers with a smooth a frictionless payments experience
Work hand-in-hand with the team lead to avoid having the same contact more than once and to reduce customer contacts overall
Find ways to improve the deposit and withdrawal journeys by suggesting improvements to your team lead
Provide proactive updates to customers where required, ensuring a great experience
Work with your team to highlight any issues causing our customers unnecessary challenges
Take ownership of the customers journey through their queries and seek to provide a seamless customer experience
Actively support business change initiatives through a positive work ethic
Always adopt a commercial mindset, seeking opportunities to convert customers and cross-sell to other products at all touchpoints
Suggest improvements to the customer journeys as appropriate
Support our customers by providing a great customer experience aligned to our values
Escalate urgent and important issues through the appropriate channels and ensure there is a flawless feedback loop to the management team

Requirements

-2 year minimum experience in a similar role, working for an online business in a customer service or payments capacity

Expertise in identifying opportunities to upsell or cross-sell additional products or services
Strong analytical skills, a problem-solving mind-set and great attention to detail
Ability to understand and relate to the customer's feelings and perspectives.
Ability to manage communications across various platforms, such as phone, email and chat
Skills in following up with customers to ensure satisfaction and maintain relationships
Commercial awareness and great team player
Flexibility to work evenings and weekends if required

Payment Operations Analyst

Job Description