Payment Investigations Expert

bunq; Fatih; Hybrid; TRY 250,000 - 380,000; Full time

Benefits offered by this job

Hybrid work schedule

bunq Academy

Annual learning budget €1,500

Multisport gym card (Turkey)

Flex Benefits €70 monthly

Travel expenses covered

Digital Nomad Program

MacBook provided

In-house lunches

Private health insurance

Monthly phone/internet stipend

Friday drinks

Job summary

bunq is hiring a Payments Investigations Expert to own end-to-end investigations and drive automation. You will scale AI-powered flows, monitor performance with Looker and Amplitude, and set clear guidelines and KPIs for consistent, compliant handling of incidents.

You will work in a hybrid setup in Türkiye after an initial in-office period, collaborating with global teams and communicating in English to align stakeholders and improve processes.

Qualifications

• Experience in payment investigations or fraud analytics is preferred.
• Strong data-driven approach with ability to translate insights into improvements.
• Excellent written and verbal English communication.

Responsibilities

• Own the end-to-end payment investigation journey from issue to resolution.
• Build and scale AI-powered automation for investigation flows.
• Track performance and user satisfaction using Looker and Amplitude.
• Define handling guidelines, KPIs, and consistent decision logic.
• Maintain knowledge of payment schemes and full payments lifecycle.

Skills

Data analysis

English communication

Problem solving

Stakeholder management

Tools

Looker

Amplitude

Job description

Behind every payment is someone who expects things to simply work. People shouldn't have to wonder where their money is or what's happening next. As a Payment Investigations Expert, you make payments feel effortless by giving our users fast answers, clear communication, and complete confidence in every interaction. That’s your mission.

Responsibilities

• Own the end-to-end payment investigation journey, from the moment an issue surfaces to the moment it’s resolved and prevented from happening again.
• Build and scale AI‑powered automation for payment investigation flows, driving auto‑handle rates higher and continuously raising the ceiling each quarter.
• Track investigation performance and user satisfaction through Looker and Amplitude, running monthly gap analyses to turn structural issues into clear, actionable process improvements.
• Define and maintain handling guidelines, KPIs, and decision logic that ensure every investigation is handled consistently, compliantly, and fast, regardless of who or what is executing it.
• Have deep knowledge of payment schemes, rules, and the full payments lifecycle, including escalation flows and third‑party communication with banks and payment schemes.
• Maintain an AI‑first mindset, designing processes for automation execution and actively eliminating manual handling permanently.
• Identify root causes using data, avoiding reliance on symptoms or gut feeling.
• Take a hands‑on, get‑it‑done approach, owning urgent cases directly, learning from every escalation, and translating lessons into structural fixes.
• Communicate effectively in English, driving clear stakeholder alignment both in writing and in conversation.

Benefits

• Hybrid setup: after 3 months in‑office, work 2 days remote and 3 days in‑office weekly.
• Support for growth with bunq Academy and an annual learning budget of €1,500.
• A multisport gym card for your health and wellbeing (in Turkey).
• Flex Benefits: €70 monthly budget via Re:Benefit, offering access to 150+ perks tailored to your lifestyle.
• Travel expenses covered, with a preference for green choices.
• Digital Nomad Program: after your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration.
• Dedicated travel budget: €1,500 after 2 years and €3,000 after 4 years to visit another core office.
• A MacBook for your work.
• Delicious lunches from in‑house chefs with vegan and vegetarian options.
• Private health insurance.
• Monthly contribution to your phone and internet bills (in Turkey).
• Friday drinks and other celebrations – bunq style.

All new hires are subject to Pre‑employment Screening (PES), which includes checks conducted by our third‑party partner Zinc. This is part of our commitment to a secure and trustworthy workplace.