Payments and Fraud Shift Leader

Overview:

The function of the Payments and Fraud Shift Leader is to handle contacts related to payments queries raised by customers or any internal or external parties. The aim is to provide an outstanding customer service experience by putting the customer first in every action and faci litate internal communication, a s well as offe r guidance to payments analysts.

Main Responsibilities:

The main responsibilities include but are not limited to:

• Allocation and prioritization of task during the shift.
• Being the first line of contact for 3rd party providers regarding payments related issues.
• Taking ownership of any issues occurring d uring their shift, effectively manage the issue and take the most efficient course of action to minimize customer impact as well as work load.
• Answering escalations from customer s upport and following up on the timely resolution of issues.

• H andling of payments and risk queri es and escalations from customer support via chat , IM and emails.
• Cooperate with Payments and Fraud Team Leader on any issues facing the team.
• Work together with Payments and Fraud Team Leader in order to improve and maintain procedures within the Payments Team.
• Raise any trends in escalations, denoting a possible generic issue with anything payment related. <li data-leve