Customer Service Officer - Payments

Shift Financial Pty; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible working environment

26 weeks parental leave

Flat structure

North Sydney HQ

Job summary

Shift Financial Pty is seeking a Customer Service Officer – Payments to support day-to-day payment processing across multiple channels, ensure funds are available, and resolve payment issues promptly. You'll collaborate with partners such as Cuscal, Cache, and ThreatMetrix, investigate failures, assist with refunds, and maintain accurate records in line with controls and SLAs.

This role emphasizes accuracy, timely customer updates, and adherence to AML/CTF standards, with a hybrid work setup

Qualifications

• Experience in payments operations and financial services.
• Ability to investigate payment queries, exceptions and discrepancies.
• Experience across channels like NPP, direct debit, account transfers and refunds.
• Strong written and verbal communication to customers and stakeholders.

Responsibilities

• Manage day-to-day payment operations across multiple channels.
• Support funding and top-up activities for operational accounts.
• Investigate payment queries and reconcile discrepancies.
• Process refunds, manual payments, and payment adjustments.
• Communicate with customers and escalate when needed.
• Collaborate with external partners to address payment incidents.
• Assist with incident management and ensure documentation is complete.
• Maintain audit-ready payment records and comply with controls and SLAs.

Skills

Payments operations

Customer communication

Problem solving

Multichannel payments

Education

Business or finance degree

Tools

Cuscal platform

ThreatMetrix

Reconciliation software

Job description

Who is Shift?

At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products. We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding. Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.

About the role:

As a Customer Service Officer – Payments, you will support the day-to-day processing, monitoring, and investigation of customer payments across multiple payment channels. You’ll ensure payments are processed accurately and efficiently, operational accounts are appropriately funded, exceptions and reconciliation issues are resolved, and customers receive timely support when payment issues occur.

You will work closely with internal teams and external partners—including Cuscal, Cache, and ThreatMetrix—to investigate payment failures, risk alerts, and system issues, support refunds and manual payment processes, and assist with payment incidents and reconciliations. The role is also responsible for maintaining accurate operational records and ensuring payment activities are completed in line with internal controls, regulatory requirements, and agreed service levels.

What you’ll do:

• Manage day-to-day payment operations across multiple payment channels, including NPP, NDE, direct debit, BSB/account transfers, international payments, refunds, and manual payments.
• Support daily funding and top-up activities for Shift operational accounts, monitoring balances and escalating where funds may be insufficient to support customer payments and settlement requirements.
• Investigate and resolve inbound and outbound payment queries and exceptions, including rejected, reversed, dishonoured, delayed, duplicated, or incorrectly allocated payments.
• Complete payment reconciliations, refunds, manual payment sheets, and payment adjustments, investigating and resolving discrepancies across internal systems, bank accounts, and payment providers.
• Manage payment-related inbox queries and communicate directly with customers, providing clear updates and supporting timely resolution of payment issues.
• Liaise with external partners (Cuscal, Cache, and ThreatMetrix) to investigate payment failures, risk alerts, system issues, and other underlying payment incidents.
• Support payment incident management by identifying issues, assessing customer impact, escalating appropriately, and assisting with remediation and resolution.
• Review and process escalated onshore invoices requiring payment approval, ensuring appropriate validation, authorisation, and supporting documentation are completed prior to payment.
• Maintain accurate and audit-ready payment records; ensure activities are completed in accordance with internal controls, delegated authorities, AML/CTF requirements, payment scheme obligations, and agreed SLAs.

What you’ll bring:

• Previous experience in payments operations, banking operations, financial services, or a similar transaction-processing environment.
• Experience investigating and resolving payment queries, exceptions, reconciliation discrepancies, and failed or delayed transactions.
• Experience working across payment channels such as NPP, direct debit/NDE, account transfers, international payments, refunds, or manual payments.
• Demonstrated experience communicating directly with customers and resolving payment-related issues clearly and promptly.
• Experience working with external payment providers, banking partners, or technology vendors to investigate operational or system issues.
• Strong understanding of operational controls, reconciliations, audit requirements, and working within established procedures and service levels.
• Exposure to AML/CTF, fraud, transaction monitoring, or financial crime processes within a regulated financial services environment is desirable.
• Strong payment investigation and problem-solving skills, with the ability to identify root causes and resolve issues efficiently.
• High level of accuracy and attention to detail when processing payments, reconciliations, refunds, and manual transactions.
• Strong written and verbal communication skills, with the ability to explain payment issues clearly to customers and stakeholders.
• Ability to manage multiple priorities, operational deadlines, and time-sensitive payment matters.
• Strong systems capability and confidence working across payment platforms, banking systems, and operational tools.
• Sound understanding of operational controls, risk management, and escalation requirements.

Qualifications:

• A business or finance degree is beneficial but not essential.

#LI-SA1

Key benefits:

• Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
• Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
• Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
• Family support – industry leading 26 weeks paid parental leave.
• Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
• Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.

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