Quality and Risk Management Specialist

4 weeks ago

London, Greater London, United Kingdom Pay Full time

As a key member of Pay’s Fraud Services Helpdesk, you will be responsible for delivering exceptional customer service and ensuring high levels of compliance with Pay’s service standards. Your primary focus will be on providing first-level support to Payment Service Providers (PSPs) for any queries or issues related to the Authorised Push Payment Refunds (APPR) and Confirmation of Payee (CoP) platforms.

Key Responsibilities:

  1. Manage and resolve PSP queries in a timely and accurate manner, ensuring all issues are addressed professionally and efficiently.
  2. Deliver exceptional customer service, maintaining a customer-first attitude and a focus on delivering high-quality support.
  3. Escalate complex or unresolved issues to the Fraud Customer Service Manager or internal teams, while maintaining clear communication with PSPs.
  4. Log and track all queries and service interactions using helpdesk tools, ensuring accurate documentation for future reference.
  5. Ensure all queries are resolved in line with Pay’s policies and relevant regulatory guidelines.

Other Obligations:

  1. Ensure adherence to all Pay policies and procedures, including compliance training, data protection policies, and diversity and inclusion initiatives.
  2. Communicate data protection risks to the Data Protection team promptly and promote diversity and inclusion across Pay to build a workforce that reflects the users served.

Requirements:

  1. Experience in customer service, preferably in a financial services or technology environment.
  2. Familiarity with fraud prevention or payment platforms, such as APPR and CoP, is desirable.
  3. Strong communication skills, with the ability to explain complex concepts clearly to customers.
  4. Attention to detail and ability to handle multiple tasks and priorities in a fast-paced environment.
  5. Experience using helpdesk or CRM software, such as Zendesk or ServiceNow.

Core Skills:

  1. Customer Service: Previous experience in customer service, ideally within a financial services or payments environment.
  2. Communication: Strong verbal and written communication skills for handling PSP queries.
  3. Attention to Detail: Ability to handle multiple queries with accuracy and professionalism.
  4. Problem-Solving: Skills in identifying and escalating issues for efficient resolution.

Working at Pay:

Pay is a leading organization in the financial services industry, dedicated to providing exceptional customer service and ensuring high levels of compliance with industry standards. Our team is passionate about delivering high-quality support and ensuring the success of our Payment Service Providers. If you share our commitment to excellence and customer satisfaction, we encourage you to apply for this exciting opportunity.

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