Payment Operations Specialist
Payment Operations Specialist
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Job Description
Were looking for an experienced customercentric Payment Operations Specialist who isnt afraid to roll their sleeves up to help deliver the best most trusted customer service as we grow our business.
In this role youll be responsible for handling complaints and inbound and outbound communication with customers. This includes liaising with internal and external stakeholders to ensure deposits and withdrawals into and for our customers happen seamlessly and without delay.
You will successfully collaborate with our operations technology and compliance teams to ensure we achieve our company growth objectives.
As a techenabled business there is a big focus on innovative AI/technology focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo we utilise the latest tools and systems to deliver top class service youll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention).
You will live and breathe our values and ensure they are embedded across the team and into every customer interaction. You will also provide data insights and reporting on performance to inform strategic decisions around future investment products and technology developments.
Qualifications :
Prior experience in payments operations role within financial services and or the fintech space (within a regulated environment)
Understanding of ISA product flows including customer deposits withdrawals and reconciliations
Confident processing and validating customer withdrawals and deposits accurately and efficiently
Experience communicating directly with customers via inapp chat and email regarding payment statuses and queries
Skilled at triaging and resolving paymentrelated issues raised by the Customer Service team and internal stakeholders
Comfortable working closely with Finance teams to reconcile transactions and maintain financial accuracy
Ability to liaise crossfunctionally with key internal departments and stakeholders (such as ISA Transfers Home Purchases Complaints and wider operational teams)
High attention to detail when dealing with financial information and customer records
Analytical and proactive able to spot transaction errors inconsistencies and escalate appropriately
Strong organisational skills to manage multiple simultaneous payment requests while ensuring compliance with internal SLAs
Clear and empathetic communicator especially when explaining payment timelines or resolving sensitive customer issues
However the right mindset and attitude is more important than ticking every single box on our checklist. So if youre interested in what were doing excited by our mission and the description largely fits you then get in touch!
Additional Information :
Location: Hybrid with an office in Central London 12 days per week in the office)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
