The Role
Manage end-to-end payment operations including funding, disbursement, settlement, reconciliation, chargebacks and exception handling. Resolve payment issues, support customers and partners, coordinate with banking and payment providers, ensure regulatory compliance (AML/KYC), assist fraud and chargeback management, and provide operational feedback to Product/Engineering to improve payment performance and scalability.
Summary Generated by Built In
Payment Operations Excellence
Requirements
- Own the operational performance of the payment lifecycle including funding (AR), disbursement (AP), settlement, reconciliation, chargebacks, returns, and exception handling
- Review and resolve high volumes of payment processing tasks quickly and accurately while ensuring operational accuracy and compliance.
- Improve transaction success rates and reduce friction in buyer and seller funding flows.
- Analyze and resolve a range of payment processing issues, from simple inquiries to complex transaction exceptions.
- Implement and recommend operational controls that scale with transaction volume while maintaining regulatory integrity.
- Assist in developing and monitoring operational SLAs and payment performance dashboards.
- Contact customers as needed to provide updates on their payments while delivering excellent customer support.
- Clearly explain payment processes, transaction statuses, and resolutions to users.
- Provide timely assistance for payment-related issues including funding failures, payout delays, reconciliation questions, and transaction disputes.
- Coordinate with internal teams and external banking partners to resolve payment concerns and transaction issues.
- Support the management of relationships with payment processors, payout providers, card networks, and alternative payment method providers.
- Assist in evaluating and supporting the onboarding of new payment methods to increase geographic coverage and payment success rates.
- Help ensure redundancy and reliability across payment corridors and providers.
- Partner with Compliance and Legal teams to support adherence to global regulatory frameworks including AML, KYC, and transaction traceability requirements.
- Ensure payment operations follow applicable regulatory and scheme compliance standards.
- Assist with operational audits, reporting requirements, and payment partner compliance processes.
- Collaborate with Risk teams to monitor fraud signals and reduce payment-related losses.
- Assist in managing chargeback cases and dispute resolution processes.
- Support policies that balance strong transaction approval rates with appropriate risk controls.
- Partner with Product and Engineering teams by providing operational feedback on payment features and infrastructure.
- Contribute insights that improve funding methods, payout efficiency, and cross-border payment performance.
- Recommend improvements to enhance daily payment operations and overall user payment experience.
Requirements
- Exceptional English communication skills, both written and verbal.
- Ability to explain complex payment processes clearly and concisely.
- Strong analytical and problem-solving skills with a high level of attention to detail.
- Self-starter who is process-driven and capable of managing high volumes of transactional work.
- Strong customer service mindset with the ability to support users in payment-related inquiries.
- Ability to coordinate effectively with internal teams and external banking partners across global offices.
- Must be flexible to work graveyard shifts, rotating schedules, weekends, overtime (as needed), and some holidays.
- Familiarity with banking and payment processes such as ACH, wire transfers, card payments, or checks.
- 1-3 years of experience in payments, fintech, banking, or regulated financial services.
- Minimum 1 year of accounting exposure with practical understanding of ledgers (Dr./Cr.).
- Experience managing or supporting full-cycle AP/AR workflows involving multi-party settlements or milestone-based payments.
- Experience working in regulated environments involving client money or safeguarded funds.
- Exposure to managing risk profiles for high-value transactions (e.g., marketplaces, real estate, escrow services).
- Experience working in escrow, marketplace platforms, or trust-based financial products.
- Experience in multi-currency or cross-border payment environments.
Skills Required
- Exceptional English communication skills, both written and verbal.
- Ability to explain complex payment processes clearly and concisely.
- Strong analytical and problem-solving skills with a high level of attention to detail.
- Self-starter who is process-driven and capable of managing high volumes of transactional work.
- Strong customer service mindset with the ability to support users in payment-related inquiries.
- Ability to coordinate effectively with internal teams and external banking partners across global offices.
- Must be flexible to work graveyard shifts, rotating schedules, weekends, overtime (as needed), and some holidays.
- Familiarity with banking and payment processes such as ACH, wire transfers, card payments, or checks.
- 1-3 years of experience in payments, fintech, banking, or regulated financial services.
- Minimum 1 year of accounting exposure with practical understanding of ledgers (Dr./Cr.).
- Experience managing or supporting full-cycle AP/AR workflows involving multi-party settlements or milestone-based payments.
- Experience working in regulated environments involving client money or safeguarded funds.
- Exposure to managing risk profiles for high-value transactions (e.g., marketplaces, real estate, escrow services).
- Experience working in escrow, marketplace platforms, or trust-based financial products.
- Experience in multi-currency or cross-border payment environments.
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The Company
What We Do
Twelve-time Webby award-winning Freelancer.com is the world’s largest freelancing and crowdsourcing marketplace by total number of users and projects posted. More than 58 million registered users have posted over 21 million projects and contests to date in over 2,000 areas as diverse as website development, logo design, marketing, copywriting, astrophysics, aerospace engineering and manufacturing. Freelancer owns Escrow.com, the leading provider of secure online payments and online transaction management for consumers and businesses on the Internet with over US$5 billion in transactions secured. Freelancer also owns Freightlancer & Loadshift, enterprise freight marketplaces with over 550 million kilometers of freight posted since inception. Freelancer Limited is listed on the Australian Securities Exchange under the ticker ASX:FLN and is quoted on OTCQX Best Market under the ticker FLNCF.
