Payments Operations Analyst

**About Zeller**

At Zeller, we're champions for businesses of all sizes, and proud to be a fast-growing Australian scale-up taking on the ambitious goal of reimagining business banking and payments.

We believe in a level playing field, where all businesses benefit from access to smarter payments and financial services solutions that accelerate their cash flow, help them get paid faster, and give them a better understanding of their finances. So we're hard at work building the tools to make it happen.

Zeller is growing fast, backed by leading VCs, and brings together a global team of passionate payment and tech industry professionals. With an exciting roadmap of innovative new products under development, we are building a high performing team to take on the outdated banking solutions. If you are passionate about innovation, thrive in fast-paced environments, embrace a challenge, hate bureaucracy, and can't think of anything more exciting than disrupting the status-quo, then read on to learn more.

About Role

As a Payments Operations Analyst at Zeller, your primary responsibility will be to support our payments, transactions, and accounts platform. This involves managing recoveries, investigating disputes related to card transactions as well as various payment rails such as Direct Entry, BPAY, and NPP.

In this role, you will be tasked with providing timely verbal and written responses to both internal stakeholders, external partners, and customers, ensuring adherence to regulatory SLAs.

Furthermore, you will play a key role in enhancing procedures, establishing internal and external service standards (SLAs), and continuously improving the overall process.

Collaboration is essential in this position, as you will work closely with teams such as Risk and Compliance, Customer Success, and Finance Operations. Together, you will coordinate responses to requests and conduct investigative analysis to ensure the smooth functioning of our operations.

**Role responsibilities**:

- Monitor and manage the disputes process for various payment rails including Mastercard, Direct Entry, NPP, and BPAY investigations to ensure both customer satisfaction and compliance requirements are met.
- Promptly escalate and take ownership of issues affecting payment operations, collaborating with internal and external teams for resolution.
- Ensure daily and monthly reconciliation of internal accounts is completed accurately and on time.
- Perform payment rails reporting in compliance with regulatory obligations.
- Serve as the primary contact and escalation point for payment scheme inquiries and business-as-usual projects.
- Coordinate with merchants for debt recovery.
- Assist in developing business requirements for product enhancements.
- Continuously recommend and enhance procedures, document processes, and refine SLAs.

**Attributes**:

- Enjoys questioning the status quo
- Ability to work autonomously yet collaboratively
- Meticulous attention to detail
- High level communication skills with the capacity to engage various stakeholders
- Oriented towards process and solutions
- Disciplined and organised

**Qualifications and experience**:

- Minimum of 2 years of experience in payment operations
- Familiarity with the Australian payments ecosystem
- Proficiency in card dispute resolution, as well as BPAY, DE and NPP dispute processes
- Working knowledge of Treasury and Fulfilment
- Experience in implementing process improvement and handling escalation procedures
- Bonus: Experience working with large datasets and proficiency in SQL.

**How we work**
- Our team thrives on the energy of being together. While technology connects us virtually, we love the in-person collaboration and spend majority of our work week at our spacious (and fully stocked with snacks) Melbourne CBD office.

**Like the rest of the team, you'll benefit from**

A competitive salary package, including equity from an early stage;
- A balanced, progressive, and supportive work environment;
- Excellent parental leave and other leave entitlements;
- A fantastic office environment;
- Endless learning and development opportunities;
- Plenty of fun and social opportunities - we love to come together as a team;
- An ability to influence and shape the future of Zeller as our company scales both domestically and globally;
- Being part of one of Australia's most exciting scale-ups.