Payment Operations Coordinator

• Monitor day-to-day payment processing activity and transaction flows
• Monitor transaction success and failure rates and investigate unusual activity or processing issues
• Identify payment exceptions, delays, discrepancies, and operational issues
• Coordinate with processors, acquiring partners, banks, technology providers, and internal teams to resolve issues
• Track outstanding payment issues through to resolution
• Escalate critical payment incidents quickly and appropriately
• Maintain clear records of operational issues and their resolutions

• Support the onboarding of new merchants from application through activation
• Ensure merchant documentation and operational requirements are complete and accurate
• Coordinate merchant account setup with processors and third-party providers
• Manage ongoing merchant account changes, updates, and requests
• Ensure a smooth handover from sales/onboarding into ongoing operations
• Act as an operational point of contact for merchant-related issues

• Assist with daily and periodic reconciliation of payment transactions
• Review processor and settlement reports and identify discrepancies
• Investigate differences between processor reports, bank activity, settlements, and internal records
• Track outstanding settlement and funding issues
• Assist with refunds, payouts, adjustments, and transaction corrections
• Ensure financial and operational records remain accurate

• Monitor and manage chargeback and dispute workflows
• Ensure required documentation and evidence is collected and submitted within deadlines
• Track chargebacks through to resolution
• Coordinate refunds and ensure they are processed accurately
• Maintain accurate records of disputes, refunds, and payment exceptions
• Identify recurring dispute or payment issues and flag opportunities to reduce them

• Maintain regular payment operations reports
• Track transaction volumes, approval rates, declines, chargebacks, refunds, and settlement activity
• Identify trends and unusual activity within payment data
• Prepare operational updates for management
• Use Excel/Google Sheets or relevant reporting tools to analyse payment data
• Help establish KPIs and operational dashboards as the business grows

As an early hire within a growing payments business, you will be expected to help build the operational infrastructure, not simply follow an existing playbook.

You will:

• Create and improve SOPs for recurring payment processes
• Document merchant onboarding and operational workflows
• Build checklists and controls to reduce errors
• Identify repetitive manual processes that could be automated
• Improve internal workflows as merchant and transaction volumes increase
• Help establish escalation procedures for payment incidents
• Continuously look for ways to make the operation more efficient and scalable

We're looking for someone with real-world payment processing experience rather than a general administrator who is willing to learn payments from scratch.

The ideal candidate will have:

• 2–5+ years of experience in payment processing, fintech, merchant services, acquiring, banking, or a closely related environment
• Hands-on understanding of the payment lifecycle
• Experience working with payment processors, gateways, acquirers, or merchant service providers
• Experience with merchant onboarding and account management
• Understanding of authorization, settlement, funding, refunds, and chargebacks
• Experience with payment reconciliation and investigating transaction discrepancies
• Strong Excel/Google Sheets skills
• Excellent attention to detail
• Strong analytical and problem-solving abilities
• Excellent written and verbal communication
• Ability to manage multiple operational priorities simultaneously

Candidates with experience working with platforms such as Stripe, Adyen, Worldpay, Fiserv, Global Payments, TSYS, PayPal, Checkout.com, Nuvei, or similar payment platforms would be highly desirable.

Specific platform experience is less important than having a genuine understanding of payment operations and being able to learn new systems quickly.

Knowledge of PCI DSS, payment security, fraud prevention, and payments compliance would also be advantageous.

This role will suit someone who enjoys being the person who makes sure things actually get done.

We're looking for someone who is:

• Highly proactive and takes ownership
• Naturally organised and process-driven
• Comfortable working independently
• Analytical and commercially minded
• Calm when dealing with payment issues or operational problems
• Comfortable communicating with merchants and external providers
• Confident escalating problems when necessary
• Naturally curious and willing to investigate rather than make assumptions
• Comfortable working in a growing business where processes are still being developed
• Someone who spots problems before they become fires

The ideal candidate will look at an operational issue, understand what is happening, investigate the cause, communicate with the relevant parties, and see it through until it is resolved.

In this role, success means the payment operation becomes increasingly reliable, organised, and scalable.

You will help ensure:

• Merchants are onboarded efficiently
• Transactions and settlements are accurately monitored
• Payment issues are identified and resolved quickly
• Reconciliations are accurate
• Chargebacks and refunds are handled within required timelines
• Merchants receive responsive operational support
• Management has clear visibility into payment performance
• Processes are documented and continuously improved
• The business can increase transaction and merchant volumes without operational chaos