Payment Operations Officer

Posted: 03/07/2025

Closing Date: 31/07/2025

Job Type: Permanent - Full Time

Location: Head Office - Collingwood

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Manage and maintain the dormant accounts and unclaimed monies registers in accordance with ASIC procedures.
- Investigate, resolve and respond to Member investigations, discrepancies, and mistaken payments in accordance with the ePayments Code and Scheme Rules.
- Manage and assist with Government/3rd party notices and requests.
- Manage and assist with Deceased Estates matters and closures.
- Ensure procedures/policies/QUIKS are up to date with current processes.
- Perform any additional duties as directed by the Assistant Manager, Payments.

**What you will bring**
- Proven experience in a contact centre or similar role within the banking sector, delivering strong results and behaviours
- Excellent written and verbal communication skills, with the ability to explain concepts clearly and professionally
- Strong understanding of risk practices, compliance requirements, and quality standards
- Effective time and priority management skills, with the ability to focus on what matters most and meet deadlines
- Collaborative team player who shares knowledge, contributes to meetings, and builds positive working relationships
- Customer-focused approach, using insights to improve service and maintain strong internal and external relationships
- High integrity and trustworthiness, with a commitment to transparency, confidentiality, and ethical conduct
- Solid understanding of mathematical concepts and accurate typing skills (minimum 35 WPM at 100% accuracy)
- Willingness to ask questions, challenge constructively, and escalate concerns appropriately
- Commitment to WHS responsibilities and continuous learning through required training
- Familiarity with contact centre systems and knowledge management tools (highly regarded)
- Ability to gather feedback and use it to improve processes (highly regarded)
- Ability to interpret data, identify trends, and develop solutions to improve outcomes (highly regarded)
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.