The Role
Manage payment disputes across Mastercard, Visa, FPS, and BACS; investigate transaction issues; perform account reconciliations and regulatory reporting; support safeguarding compliance; improve processes, documentation, and SLAs; handle escalations and stakeholder inquiries; and coordinate merchant debt recovery. The role also contributes to payment product requirements and requires strong analytical, communication, organizational, and problem-solving skills.
Summary Generated by Built In
We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses of all sizes are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and forced to use outdated solutions that no longer meet the innovative requirements of modern business.
We started our journey four years ago, and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money and lead the conversation in business-to-business fintech. We’re now taking our next steps in expanding our industry and world leading capabilities into the United Kingdom.
Our company is backed by leading global VCs, and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers.
If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you - we’d love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.
Zeller is searching for a Payment Operations Analyst to join our team. Reporting to the Payment Operations and Treasury Lead, you'll play an instrumental role in shaping and growing Zeller's payment operations.
This is a hands-on, strategic position where you'll be a key part of ensuring our payment processes are seamless and secure. You'll investigate disputes and transaction issues, becoming the go-to expert for providing clear and timely responses to customers, vendors, and internal teams. Your work will be crucial in ensuring compliance with financial regulations and building trust with our merchants.
This role is ideal for a detail-oriented problem-solver who thrives in a fast-paced environment. Your strong analytical skills and ability to communicate complex information will be key to your success. We’re excited to meet someone ready to make an immediate impact on a rapidly growing fintech, helping us build a robust and reliable financial platform for businesses across the UK.
Responsibilities
- Disputes Management
- Monitor and manage the dispute process for various payment rails including Mastercard, Visa, FPS, BACs whilst ensuring compliance and high customer satisfaction. Promptly escalate and take ownership of issues affecting payment operations, collaborating with internal and external teams for resolution.
- Reporting & Governance
- Ensure daily and monthly reconciliation of internal accounts is accurate and timely. Perform payment rails reporting in compliance with regulatory obligations. Continuously recommend and enhance procedures, document processes, and refine SLAs. Assist in developing business requirements for product enhancements.
- Stakeholder & Merchant Relations
- Serve as the primary contact and escalation point for payment scheme inquiries and business-as-usual projects. Coordinate with merchants for debt recovery.
Experience and skills
- Minimum 2 years of experience in payment operations
- Understanding of UK safeguarding rules
- Proficiency in card dispute resolution, as well as BACSs and FPS dispute processes.
- Experience in implementing process improvements and handling escalation procedures
- Challenges the status quo, working autonomously and collaboratively.
- Excellent communication and stakeholder engagement skills.
- Highly organised, disciplined, and detail-obsessed.
- Proven reliability in data processing, problem-solving, and meeting deadlines.
Bonus points
- Experience in high-growth environments, Financial Services, or EMI/Payments.
- Proficiency in SQL and BI tools.
Like the rest of the team, you’ll benefit from
- An opportunity to shape and build the future of Zeller from the ground up in the UK
- A competitive salary package, including equity from an early stage;
- A balanced, progressive, and supportive work environment;
- Endless learning and development opportunities;
-Excellent parental leave and other leave entitlements;
-Being part of a fast-growing and ambitious scale-up.
At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team.
We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.
Skills Required
- Minimum 2 years of experience in payment operations
- Understanding of UK safeguarding rules
- Experience with card dispute resolution
- Experience with BACS and FPS dispute processes
- Experience implementing process improvements
- Experience handling escalation procedures
- Excellent communication and stakeholder engagement skills
- Strong organization, discipline, and attention to detail
- Reliability in data processing, problem-solving, and meeting deadlines
- Experience in high-growth environments, financial services, or EMI/payments
- Proficiency in SQL and BI tools
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Accepting payments, managing your finances, and paying recipients should be simple. Unfortunately, this isn’t always the case. Finding integrated financial solutions to help your business thrive often requires you to weave together multiple products from different providers. While a small group of large enterprises enjoy the privilege of financial solutions tailored for their specific needs, the vast majority of Australian businesses are underserved due to a lack of innovation, disparate providers, opaque pricing, and restrictive contracts. We believe in a level playing field where all businesses benefit from access to smarter payments technology and integrated financial services that enables them to accelerate their cash flow. So we’re hard at work building the tools to make it happen. Zeller is one solution for all of your business finances. From EFTPOS payments to online invoicing, accounts and cards, it's everything you expect from a business bank, but better.
