Job Summary
The Payment Specialist is responsible for processing, managing, and reconciling manual transactions. This role involves resolving payment-related issues, ensuring compliance with internal policies, and preparing and maintaining necessary payment reports. The role also involves assisting with daily and monthly activity reports, primarily using Excel, payment platforms, and in-house systems.
Key Responsibilities
- Reviewing and processing manual payments
- Reviewing manual payments via our payment platform. This includes reviewing customer applications to ensure the accuracy of the payment.
- To investigate and resolve discrepancies found in the manual payment review process.
- Creating and completing batch payments on a daily basis and/or second-checking batch payment reports completed from previous days.
- Complete end-of-day reports to ensure all manual payments are completed To create and review PayPal batch payments at the end of each day when payments are pending
- Liaise with the Group Financial Controller to communicate loss fund balances on a weekly basis or when applicable as per pocket balance thresholds.
- Serve as the primary point of escalation and subject matter expert, providing guidance and support to Customer Service Executives
- Collaborate with and assist the Operations Managers responsibilities when applicable.
Performance & Compliance
- Meet all Key Performance Indicators (KPIs) as outlined in internal policies, including timely payment processing, payment accuracy and efficiency.
- Ensure adherence to the Company’s compliance manual and always demonstrate a full understanding of the procedures contained within, with particular attention to: Refund Handling/ Complaints Handling/ Training and Competence
- Follow all employment policies and procedures outlined in the Employee Handbook.
Customer Focus & Professionalism
- Ensure all interactions prioritise the customer experience while maintaining accuracy and efficiency.
- Uphold high standards of customer service and professionalism when contacting customers via phone or email to confirm bank details or follow up on failed payments.
- Continuously participate in training and development activities to enhance knowledge and skills.
- Develop and maintain positive working relationships with customers, colleagues, internal operations teams and third-party partners.
- Seek guidance from management or experienced colleagues when faced with uncertainties.
Security & Data Protection
- Immediately report any potential breaches, including weaknesses in current systems, to your line manager.
- Ensure personal data is securely managed and processed in compliance with GDPR regulations.
- Flag any suspected cases of claimant fraud to the appropriate manager.
Qualifications & Experience
- 3 GCSEs with Maths as a mandatory (Pass grades).
- A degree or diploma in finance, computer science, or a related field is advantageous
- Previous experience in an online payment platform service.
- Experience with Sage and CRM systems is advantageous (training will be provided).
- Ability to work independently and collaboratively within a small team.
- Essential skills include strong attention to detail, analytical ability, proficiency in Excel, and a solid understanding of payment systems and financial processes.
Pay: From £35,000.00 per year
Benefits:
- Company pension
- Life insurance
- Private medical insurance
Work Location: In person
