Customer Service Officer – Payments

About the role

The Customer Service Officer – Payments will manage day‑to‑day payment processing, monitoring and investigation across multiple channels, ensuring accurate and efficient transactions while providing timely support to customers.

Key responsibilities

• Manage payment operations across NPP, NDE, direct debit, BSB/account transfers, international payments, refunds and manual payments.
• Monitor and fund operational accounts, escalating insufficient balances.
• Investigate and resolve payment queries, exceptions and reconciliation discrepancies.
• Maintain payment inbox, communicate updates to customers and resolve issues promptly.
• Liaise with external partners (Cuscal, Cache, ThreatMetrix) to address failures, risk alerts and system incidents.
• Support payment incident management, escalation and remediation.
• Process escalated on‑shore invoices with proper validation and documentation.
• Ensure audit‑ready records complying with AML/CTF, payment scheme obligations and service level agreements.

Required profile

• Experience in payments, banking or financial services operations.
• Proven ability to investigate and resolve payment exceptions and reconciliation issues.
• Strong communication skills for direct customer interaction.
• Understanding of operational controls, audit requirements and regulated financial environments.

Required skills

• Knowledge of payment channels: NPP, direct debit/NDE, BSB/account transfers, international payments.
• Experience with payment platforms and banking systems.
• Familiarity with external payment providers such as Cuscal, Cache and ThreatMetrix.
• Ability to perform payment reconciliations, refunds and manual payment processing.

What we offer

• Collaborative, flat‑structure teams with learning opportunities.
• Flexible work policy and hybrid working environment.
• 26 weeks paid parental leave.
• Purpose‑built office spaces for collaboration and focused work.
• Wellbeing benefits including birthday day off and end‑of‑trip facilities.