Payments Operations Specialist

Shift; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flat structure

Roadmap updates every 100 days

Flexible working

Parental leave 26 weeks

Wellbeing benefits

Office spaces

Job summary

Shift is seeking a Customer Service Officer - Payments in Sydney to support day-to-day payment processing, monitoring, and investigation across multiple channels. You will ensure accurate processing, fund operational accounts, and resolve exceptions with timely customer support.

You will collaborate with internal teams and external partners to investigate payment failures, assist refunds, and maintain audit-ready records while adhering to controls and AML/CTF requirements.

Qualifications

• Experience in payments operations, banking operations, or similar transaction-processing environments.
• 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.

Responsibilities

• 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.

Skills

Payments operations

Customer communication

Reconciliation

Problem solving

Cross-functional collaboration

AML/CTF exposure

Attention to detail

Multi-channel payments

Education

Business/Finance degree beneficial

Tools

Payment platforms

Banking systems

Operational tools

Job description

Shift is seeking a Customer Service Officer - Payments in Sydney to support day-to-day payment processing, monitoring, and investigation across multiple channels. You will ensure accurate processing, fund operational accounts, and resolve exceptions with timely customer support.

You will collaborate with internal teams and external partners to investigate payment failures, assist refunds, and maintain audit-ready records while adhering to controls and AML/CTF requirements.