Customer Service Officer - Payments
Core
Process, monitor, and investigate customer payments across multiple channels to ensure accurate settlement and resolve exceptions.
Role type
Payments operations officer
Builds
Operational payment flows and settlement for Australian SMEs
Domain
Financial services / Payments
Required skills
Payment operations, reconciliation, exception handling, customer communication, external partner liaison, regulatory compliance (AML/CTF), risk management, problem-solving, accuracy, systems proficiency
Preferred skills
Fraud detection, transaction monitoring, financial crime processes
Technologies
NPP, NDE, direct debit, BSB/account transfers, international payment systems, Cuscal, Cache, ThreatMetrix
Responsibilities
Manage day-to-day payment operations across multiple channels; Support daily funding and top-up activities for operational accounts; Investigate and resolve payment queries, exceptions, and discrepancies; Complete payment reconciliations and manual adjustments; Manage payment-related inbox queries and communicate with customers; Liaise with external partners to investigate failures and system issues; Support payment incident management; Review and process escalated invoices requiring payment approval; Maintain accurate audit-ready payment records.
Seniority
Mid-level, hands-on IC
