About the role:

As a Customer Service Officer – Payments, you will support the day-to-day processing, monitoring, and investigation of customer payments across multiple payment channels. You’ll ensure payments are processed accurately and efficiently, operational accounts are appropriately funded, exceptions and reconciliation issues are resolved, and customers receive timely support when payment issues occur.

You will work closely with internal teams and external partners—including Cuscal, Cache, and ThreatMetrix—to investigate payment failures, risk alerts, and system issues, support refunds and manual payment processes, and assist with payment incidents and reconciliations. The role is also responsible for maintaining accurate operational records and ensuring payment activities are completed in line with internal controls, regulatory requirements, and agreed service levels.

What you’ll do:

• 
  
• Manage day-to-day payment operations across multiple payment channels, including NPP, NDE, direct debit, BSB/account transfers, international payments, refunds, and manual payments.
• Support daily funding and top-up activities for Shift operational accounts, monitoring balances and escalating where funds may be insufficient to support customer payments and settlement requirements.
• Investigate and resolve inbound and outbound payment queries and exceptions, including rejected, reversed, dishonoured, delayed, duplicated, or incorrectly allocated payments.
• Complete payment reconciliations, refunds, manual payment sheets, and payment adjustments, investigating and resolving discrepancies across internal systems, bank accounts, and payment providers.
• Manage payment-related inbox queries and communicate directly with customers, providing clear updates and supporting timely resolution of payment issues.
• Liaise with external partners (Cuscal, Cache, and ThreatMetrix) to investigate payment failures, risk alerts, system issues, and other underlying payment incidents.
• Support payment incident management by identifying issues, assessing customer impact, escalating appropriately, and assisting with remediation and resolution.
• Review and process escalated onshore invoices requiring payment approval, ensuring appropriate validation, authorisation, and supporting documentation are completed prior to payment.
• Maintain accurate and audit-ready payment records; ensure activities are completed in accordance with internal controls, delegated authorities, AML/CTF requirements, payment scheme obligations, and agreed SLAs.

What you’ll bring:

• 
  
• Previous experience in payments operations, banking operations, financial services, or a similar transaction-processing environment.
• Experience investigating and resolving payment queries, exceptions, reconciliation discrepancies, and failed or delayed transactions.
• Experience working across payment channels such as NPP, direct debit/NDE, account transfers, international payments, refunds, or manual payments.

About the role:

As a Customer Service Officer – Payments, you will support the day-to-day processing, monitoring, and investigation of customer payments across multiple payment channels. You’ll ensure payments are processed accurately and efficiently, operational accounts are appropriately funded, exceptions and reconciliation issues are resolved, and customers receive timely support when payment issues occur.

You will work closely with internal teams and external partners—including Cuscal, Cache, and ThreatMetrix—to investigate payment failures, risk alerts, and system issues, support refunds and manual payment processes, and assist with payment incidents and reconciliations. The role is also responsible for maintaining accurate operational records and ensuring payment activities are completed in line with internal controls, regulatory requirements, and agreed service levels.

What you’ll do:

• 
  
• Manage day-to-day payment operations across multiple payment channels, including NPP, NDE, direct debit, BSB/account transfers, international payments, refunds, and manual payments.
• Support daily funding and top-up activities for Shift operational accounts, monitoring balances and escalating where funds may be insufficient to support customer payments and settlement requirements.
• Investigate and resolve inbound and outbound payment queries and exceptions, including rejected, reversed, dishonoured, delayed, duplicated, or incorrectly allocated payments.
• Complete payment reconciliations, refunds, manual payment sheets, and payment adjustments, investigating and resolving discrepancies across internal systems, bank accounts, and payment providers.
• Manage payment-related inbox queries and communicate directly with customers, providing clear updates and supporting timely resolution of payment issues.
• Liaise with external partners (Cuscal, Cache, and ThreatMetrix) to investigate payment failures, risk alerts, system issues, and other underlying payment incidents.
• Support payment incident management by identifying issues, assessing customer impact, escalating appropriately, and assisting with remediation and resolution.
• Review and process escalated onshore invoices requiring payment approval, ensuring appropriate validation, authorisation, and supporting documentation are completed prior to payment.
• Maintain accurate and audit-ready payment records; ensure activities are completed in accordance with internal controls, delegated authorities, AML/CTF requirements, payment scheme obligations, and agreed SLAs.

What you’ll bring:

• 
  
• Previous experience in payments operations, banking operations, financial services, or a similar transaction-processing environment.
• Experience investigating and resolving payment queries, exceptions, reconciliation discrepancies, and failed or delayed transactions.
• Experience working across payment channels such as NPP, direct debit/NDE, account transfers, international payments, refunds, or manual payments.