Transactions and Escalations Manager

at  HyperJar

ABOUT HYPERJAR AND THE ROLE:

We aim to make HyperJar the world’s greatest budgeting app, leading the development of consumer digital finance while providing an app where consumers can have a real connection with the brands they love.
Our Operations team plays a critical role in helping HyperJar avoid legal and reputational risks by ensuring that it operates within the parameters of the law and in accordance with industry standards.

JOB RESPONSIBILITIES:

• Day-to-day management of the transaction monitoring, complaints, and disputes functions
• Providing support and mentorship to team members, and support the Head of Customer Operations with regulatory knowledge
• Supporting the team with transaction monitoring, including answering queries, monitoring quality, and leading on escalated issues
• Supporting the team with complaints management, including making sure complaints are resolved in a timely, customer-centric manner
• Supporting the team with payment disputes and chargebacks, including liaising with our card payments network and minimising loss
• Overseeing screening, to ensure compliance with anti-money laundering (AML) regulation
• Ensuring regular quality assurance checks take place on work undertaken by the team, using a root cause analysis tool to identify issues and areas for improvement
• Continuously evaluating processes to streamline operational practices, improve efficiency, and enhance customer experience
• Conducting regular data analysis to improve the effectiveness of transaction monitoring/screening detection systems.
• Maintaining accurate records for management review reporting and regulatory reporting requirements
• Identifying training requirements and delivering ongoing coaching to improve the team’s and individuals’ performance
• Being the first point of contact for internal escalations
• Supporting the Compliance Manager/MLRO with internal suspicious activity reports and court production orders
• Keeping up-to-date with relevant laws, regulations, and best practice to ensure adherence to applicable standards and mitigation of operational risks
• Reporting to the relevant authorities and partners