Payment Operations Analyst in London

We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and outdated solutions that no longer meet the innovative requirements of modern business. We started our journey four years ago and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money and lead the conversation in business-to-business fintech. We’re now expanding our industry and world-leading capabilities into the United Kingdom.

Our company is backed by leading global VCs and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers. If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you, we’d love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.

Zeller is searching for a Payment Operations Analyst to join our team. Reporting to the Payment Operations and Treasury Lead, you'll play an instrumental role in shaping and growing Zeller's payment operations. This is a hands-on, strategic position where you'll be a key part of ensuring our payment processes are seamless and secure. You'll investigate disputes and transaction issues, becoming the go-to expert for providing clear and timely responses to customers, vendors, and internal teams. Your work will be crucial in ensuring compliance with financial regulations and building trust with our merchants. This role is ideal for a detail-oriented problem-solver who thrives in a fast-paced environment. Your strong analytical skills and ability to communicate complex information will be key to your success.

Responsibilities:

• Disputes Management: Monitor and manage the dispute process for various payment rails including Mastercard, Visa, FPS, BACs whilst ensuring compliance and high customer satisfaction. Promptly escalate and take ownership of issues affecting payment operations, collaborating with internal and external teams for resolution.
• Reporting & Governance: Ensure daily and monthly reconciliation of internal accounts is accurate and timely. Perform payment rails reporting in compliance with regulatory obligations. Continuously recommend and enhance procedures, document processes, and refine SLAs. Assist in developing business requirements for product enhancements.
• Stakeholder & Merchant Relations: Serve as the primary contact and escalation point for payment scheme inquiries and business-as-usual projects. Coordinate with merchants for debt recovery.

Experience and skills:

• Minimum 2 years of experience in payment operations.
• Understanding of UK safeguarding rules.
• Proficiency in card dispute resolution, as well as BACS and FPS dispute processes.
• Experience in implementing process improvements and handling escalation procedures.
• Excellent communication and stakeholder engagement skills.
• Highly organised, disciplined, and detail-obsessed.
• Proven reliability in data processing, problem-solving, and meeting deadlines.

Bonus points:

• Experience in high-growth environments, Financial Services, or EMI/Payments.
• Proficiency in SQL and BI tools.

Like the rest of the team, you’ll benefit from:

• An opportunity to shape and build the future of Zeller from the ground up in the UK.
• A competitive salary package, including equity from an early stage.
• A balanced, progressive, and supportive work environment.
• Endless learning and development opportunities.
• Excellent parental leave and other leave entitlements.
• Being part of a fast-growing and ambitious scale-up.

At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team. We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.