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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing payment operations, including NPP, direct debit, and international payments, while ensuring compliance with AML/CTF requirements and maintaining accurate records. Strong problem-solving and communication skills are essential for resolving payment discrepancies and managing customer inquiries effectively.
Highest-signal resume keywords
Payments Operations ManagementPayment ReconciliationCustomer CommunicationOperational ControlsAML/CTF Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Payment OperationsReconciliation DiscrepanciesPayment InvestigationsTransaction ProcessingPayment AdjustmentsRefund ProcessingDirect DebitInternational PaymentsNPPAccount Transfers
Soft Skills
Problem-SolvingAttention to DetailTime ManagementWritten CommunicationVerbal Communication
Tools & Technologies
Payment PlatformsBanking SystemsOperational ToolsCuscalCacheThreatMetrix
Industry Keywords
Financial ServicesTransaction MonitoringFraud PreventionRegulated EnvironmentAudit Requirements
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Previous experience in payments operations, banking operations, financial services, or a similar transaction-processing environment
- Experience investigating and resolving payment queries, exceptions, reconciliation discrepancies, and failed or delayed transactions
- Experience working across NPP, direct debit/NDE, account transfers, international payments, refunds, or manual payments
- Experience communicating directly with customers and resolving payment-related issues
- Experience working with external payment providers, banking partners, or technology vendors
- Strong understanding of operational controls, reconciliations, audit requirements, established procedures, and service levels
- Exposure to AML/CTF, fraud, transaction monitoring, or financial crime processes in a regulated financial services environment is desirable
- Strong payment investigation and problem-solving skills
- High accuracy and attention to detail when processing payments, reconciliations, refunds, and manual transactions
- Strong written and verbal communication skills
- Ability to manage multiple priorities, operational deadlines, and time-sensitive payment matters
- Strong systems capability across payment platforms, banking systems, and operational tools
- Sound understanding of operational controls, risk management, and escalation requirements
- A business or finance degree is beneficial but not essential
- Legal right to work in Australia or New Zealand without employer sponsorship
Benefits
Comp & perks- Collaborative teams and a flat structure for learning from colleagues and senior leaders
- Opportunity to come together with colleagues every 100 days to share the product and technology roadmap and business strategy
- Flexible working environment and flexible work policy
- State-based workplaces
- 26 weeks paid parental leave
- Purpose-built office spaces for collaboration, brainstorming, socialising, and focused work
- Benefits supporting physical, psychological, and financial wellbeing
- Day off on your birthday
- End-of-trip facilities