Customer Service Officer - Payments

📋 Description

• Manage day-to-day payment operations across multiple payment channels, including NPP, NDE, direct
• Support daily funding and top-up activities for Shift operational accounts, monitoring balances and
• Investigate and resolve inbound and outbound payment queries and exceptions.
• Complete payment reconciliations, refunds, manual payment sheets, and payment adjustments.
• Manage payment-related inbox queries and communicate directly with customers.
• Liaise with external partners (Cuscal, Cache, and ThreatMetrix) to investigate payment failures and

🎯 Requirements

• Previous experience in payments operations, banking operations, financial services, or a similar
• Experience investigating and resolving payment queries, exceptions, reconciliation discrepancies
• Experience working across payment channels such as NPP, direct debit/NDE, account transfers
• Demonstrated experience communicating directly with customers and resolving payment-related issues.
• Experience working with external payment providers, banking partners, or technology vendors.
• Strong understanding of operational controls, reconciliations, audit requirements, and service

🎁 Benefits

• Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders.
• Be involved – come together with all colleagues every 100 days to share product and technology
• Flexible working environment – headquartered in North Sydney with state-based workplaces and
• Family support – industry leading 26 weeks paid parental leave.
• Purpose built spaces within the office – designed for collaboration, brainstorming, socialising
• Range of benefits supporting physical, psychological and financial wellbeing, including a day off