Senior Payments Specialist
vor 2 Monaten
The Senior Payment Specialist acts as a 3rd level escalation and a mediator between Payment Coordinators, Payment Specialists, Finance, Settlements, and Reconciliations for all queries related to Payments and Finance. This role also incorporates an expanded interdepartmental understanding. Senior Payment Specialists will be extremely familiar with Payment Service Providers, often having intimate knowledge of the inner workings of these services, and will be capable of aligning departments with solution-oriented responses. Your duty is to understand the story around the service/issue and guide the respective teams to the desired optimal outcomes. This is from a top-down perspective, requiring a complete contextual and commercial understanding of the situation.
Department: Payments
Location: Sydney, Australia
Reports To: Head of Payments
Direct Reports: Job DescriptionKey Accountabilities Optimization and Management of payment processes surrounding client deposits and client withdrawal flow processes. Act as an intermediary between treasury, technology, client experience departments, and 3rd party payment relationships. They are encouraged to make recommendations to improve this process.
Provide and manage a positive relationship in all client interactions through tailored responses, maintaining a professional and friendly manner, and ensuring customer cohesion as a priority. This relates to specific Payment Specialist interactions, such as solving Bank Wire issues, Chargeback challenges, PSP withdrawal challenges, and PSP Country Dynamics that require solution-driven responses. This also extends to conveying information to Payment Specialists and Payment Coordinators to help them achieve optimal outcomes from escalations (3rd level escalation) they have raised.
Actively participate in business improvement programs involving changes to processes and functions: PSP intros, seminars, webinars, PSP integrations, PSP testing, and merchant agreements. They are expected to stay up to date with industry trends, regulations, and best practices in payments and treasury management.
Ensure compliance with privacy requirements and legislative obligations, ensuring confidentiality, privacy, and the integrity of information is not compromised.
Report on relevant trends and insights as they relate to the Payments Team to the Head of Payments for distribution to Blueberry Markets' internal stakeholders.
Meet and exceed KPIs set on a daily, weekly, and monthly basis. These include client satisfaction (with the end-to-end flow), cohesion with Payment Specialists and Payment Coordinators, withdrawal and deposit processing times (through cohesion with Finance, Settlements, and Reconciliation), and continually redefining SOPs around Payment Teams' defined actions.
Carry out additional duties or projects as required by the department or team, with particular attention to pain points from other departments and conveying solutions to the Head of Payments.
Implement strategies and procedures from a middle management perspective around transaction monitoring and counteracting fraud rings, bad actors, etc. This aims to mitigate Finance queries by uplifting other cross-functional teams.
Handle high-complexity (3rd level escalation) issues by independently understanding the crux of an issue and acting with respect to the necessary solution. This involves bespoke responsibilities over a PSP or CRM software, such as adjustments to PSP amounts, toggling PSPs, clearing negative balances (limited), and ownership over all functions designated to them. Senior Payment Specialists are expected to know the systems very well and offer flexible solutions.
Complete Payment Profile Reviews for PSP and Bank Profiles.
Handle Finance queries of high complexity (3rd level escalation) after escalation from the Payment Coordinator.
Desired Skills and ExperiencePosition RequirementsIndividually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels.Demonstrate advanced levels of competence in leadership capabilities required of the position.Engage, support, motivate and develop capability and potential in others.Attract, retain, and develop talent to complement Blueberry's values and behaviours.Reward and recognise good performance aligned to Blueberry's values and goals and manage poor performance in a timely manner.Be an ambassador for Blueberry in the market; promote our interests and reputation.Follow our policies, procedures, and code of Ethics and Conduct.Protect our confidential information and intellectual property.Play an active role in your safety and the safety of others around you.Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.Foster a culture of continuous improvement.Continuously drive agility and flexibility in responding to market and industry changes.Qualifications: Tertiary Qualification in Finance, Business, or a related field, or a related discipline (preferred)Experience: 2 years experience in a CX role (Team Lead), responding to, and resolving customer inquiries through live chat and email.2 years experience minimum in a Payments Role – with strong lateral thinking as a backbone for future progression.Good written, verbal, and interpersonal communication skills (in English). Command of other languages is a plus.Strong relationship-building skills, both internally and externally.Good problem-solving skills, coupled with high attention to detail with the ability to maintain quality even in busy times.Strong time management skills with the ability to prioritize tasks under pressure.Ability to use good judgment, act, and make decisions with integrity.Ability to adapt to bespoke and newly integrated software (problem-solving, logical thinking, practical learning applications).Desire and passion for continuous learning, improvement, and ability to effectively collaborate and work as part of a team.2 years' experience within the Financial Services CFD industry.Our Core Values: Our core values are essential to the success of the business and our people, alike. We live by:
BUILDING: We are committed to building a customer-centric culture that puts the needs and satisfaction of our customers at the forefront of everything we do.LEARNING: We aim to foster an environment of continuous learning and personal growth. We believe that by staying curious and open to new ideas, we can drive innovation, improve our skills and knowledge, and adapt to changing environments.UNITED: We believe that by embracing diversity and fostering a sense of community, we can create a strong, united team that is greater than the sum of its parts: 1+1=3.EXCELLENCE: We believe that by embracing excellence and fostering a culture of high achievement, we will continue to succeed as the leaders of our industry.
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