Shift

Customer Support

• Manage day-to-day payment operations across NPP, NDE, direct debit, BSB/account transfers, international payments, refunds, and manual payments
• Support daily funding and top-up activities for Shift operational accounts
• Monitor balances and escalate potential funding shortfalls affecting customer payments and settlements
• Investigate and resolve rejected, reversed, dishonoured, delayed, duplicated, or incorrectly allocated payments
• Complete payment reconciliations, refunds, manual payment sheets, and payment adjustments
• Investigate discrepancies across internal systems, bank accounts, and payment providers
• Manage payment-related inbox queries and communicate directly with customers
• Liaise with Cuscal, Cache, and ThreatMetrix regarding payment failures, risk alerts, system issues, and incidents
• Support payment incident management, customer-impact assessment, escalation, remediation, and resolution
• Review and process escalated onshore invoices requiring payment approval
• Maintain accurate, audit-ready payment records
• Complete activities in line with internal controls, delegated authorities, AML/CTF requirements, payment scheme obligations, and agreed SLAs

Customer Service Officer – Payments

Operations

• Build and scale Shift's payment operations function
• Design and implement bank-quality payment operations processes across Direct Entry and NPP, with scalability for additional payment channels
• Enhance transaction monitoring from foundational rules to mature, risk-based detection, including rule design, alert triage, and escalation
• Collaborate with Product and Technology to grow fraud monitoring across detection, investigation, and case management
• Build disputes and chargeback capabilities covering scheme rules, regulatory obligations, customer dispute handling, and recovery processes
• Recruit, build, and lead a payment operations team providing 24/7 coverage and service
• Establish and maintain payment operations policies, procedures, controls, and governance frameworks
• Oversee SLAs for vendors, payment infrastructure, and processing partners with Product and Line 2 Risk
• Define and embed a KPI-, data-, and client-insight-driven performance framework
• Manage operational incidents for payment processing and fraud events, including root cause analysis and response
• Act as the primary business engagement point for payment operations and educate stakeholders across Product, Risk, Customer Service, and executive leadership
• Report payment operations performance, risk posture, and incident trends to the Director of Operations and SLT

Customer Service Officer – Payments

Head of Payment Operations