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Payment Operations Specialist

6 months ago

London, United Kingdom Kroo Full time

**What We’re All About at Kroo**

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Payment Operations Specialist, the role will centre around investigating and resolving queries related to faster payments, BACs and direct debits. You’ll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly.

You’ll be working closely with our Payment Operations Manager and collaborating with all of the functions within Customer Operations (Customer Service, Card Operations, Payment Operations and Complaints).

The Kroo is growing and we’d love to hear from you if you’re interested in joining us on our journey

**Here's what you'll be doing**
- Investigating and resolving payment queries
- Monitoring and testing of payment transaction limits
- Ensuring compliance with payments scheme rules and guidance
- Be the first port of call for payment related queries and concerns
- Show proactiveness and ownership skills to solve customer problems
- Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
- Manage internal queries relating to payment operations
- Work collaboratively with the rest of the operations team as we continue to scale

**Requirements**:
**We’re looking for someone who**:

- Has good understanding of payment schemes (Faster Payment, BACs, Direct Debits etc.) and their relevant guidelines
- Has previous experience within a payments operations environment within a fintech
- Has investigation and problem solving skills
- Is able to work in a scaling environment where things never stand still
- Has a collaborative team approach

**Benefits**:
**What we offer**:
At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

- Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
- Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
- Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
- Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
- Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
- Learning and development: After 1 year of service, you'll have access to £500 from the Kroo Learning Fund to invest in your career development.
- Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
- Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Holborn, Central London, which includes a full gym.
- Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
- Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
- Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
- Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
- You get full healthcare for you and your nuclear family via Vitality.

**About Our Process**:
We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

- People screen interview - 30 mins
- Technical interview challenge with the hiring manager - 45 mins
- Culture champion interview - 30 mins
- Head of division interview - 45 mins

**Hybrid Working**:
**Diversity and Inclusion**:
**To all Recruitment Agencies**:
At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aw