Payment Operations Specialist

TN United Kingdom; London; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

An innovative firm is seeking a customer-centric Payment Operations Specialist to enhance the customer experience as they expand. This role involves managing customer interactions, ensuring seamless payment processes, and collaborating with various teams to meet growth objectives. The ideal candidate will have a strong background in payments operations, excellent communication skills, and a proactive mindset. With a focus on utilizing cutting-edge technology, this position offers the chance to make a significant impact in a rapidly growing environment. If you are passionate about customer service and technology, this opportunity is perfect for you.

Qualifications

• Experience in payments operations within financial services or fintech.
• Ability to communicate effectively with customers regarding payment statuses.

Responsibilities

• Handle customer complaints and communication regarding payments.
• Collaborate with operations, technology, and compliance teams.

Skills

Customer Service

Payment Processing

Analytical Skills

Communication

Attention to Detail

Organizational Skills

Tools

Intercom AI

Job description

Job Description

We’re looking for an experienced, customer-centric Payment Operations Specialist who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business.

In this role, you’ll be responsible for handling complaints and inbound and outbound communication with customers. This includes liaising with internal and external stakeholders to ensure deposits and withdrawals into and for our customers happen seamlessly and without delay.

You will successfully collaborate with our operations, technology, and compliance teams to ensure we achieve our company growth objectives.

As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo, we utilise the latest tools and systems to deliver top-class service. You’ll own the ongoing training and utilisation of these tools to ensure the team makes the most of them (e.g., using Intercom AI to automatically resolve as many tickets as possible without human intervention).

You will live and breathe our values and ensure they are embedded across the team and into every customer interaction. You will also provide data insights and reporting on performance to inform strategic decisions around future investments, products, and technology developments.

Qualifications

• Prior experience in payments operations role within financial services and/or the fintech space (within a regulated environment)
• Understanding of ISA product flows — including customer deposits, withdrawals, and reconciliations
• Confident processing and validating customer withdrawals and deposits accurately and efficiently
• Experience communicating directly with customers via in-app chat and email regarding payment statuses and queries
• Skilled at triaging and resolving payment-related issues raised by the Customer Service team and internal stakeholders
• Comfortable working closely with Finance teams to reconcile transactions and maintain financial accuracy
• Ability to liaise cross-functionally with key internal departments and stakeholders (such as ISA Transfers, Home Purchases, Complaints, and wider operational teams)
• High attention to detail when dealing with financial information and customer records
• Analytical and proactive — able to spot transaction errors, inconsistencies, and escalate appropriately
• Strong organisational skills to manage multiple simultaneous payment requests while ensuring compliance with internal SLAs
• Clear and empathetic communicator, especially when explaining payment timelines or resolving sensitive customer issues

However, the right mindset and attitude are more important than ticking every box. If you’re interested, excited by our mission, and the description largely fits you — then get in touch!

Additional Information

Location: Hybrid, with an office in Central London (1-2 days per week in the office)