ABOUT THE TEAM
Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does. We're a truly diverse, international group and we work across three European offices.
We hire people who know how to act fast, look for root causes and solve problems – not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).
ABOUT THE TEAM
The Payments Processing team is responsible for monitoring bank payment processing, proactively recognising and resolving major processing issues, and communication with our banking partners and related product teams. Our aim is to identify disruptions in existing and new payment integrations before an issue impacts customers. If we find room for improvement based on feedback from other service teams, we validate these ideas and pass them to our operations team. We endeavour to do more for our customers, so that we stand apart from the rest.
What you will be doing
Monitor bank payment processing, and conduct health checks of bank payment integrations
Create detailed tracking dashboards and issue-related alerts based on our internal database
Proactively recognise major processing breaks and analyse incident reports
Measure and forecast any possible negative impact of incidents on our customers
Resolve processing issues and make manual payment adjustments with available tools
Escalate issues to our banking partners, payment processors and product teams where applicable
Investigate and respond to enquiries from other banks through SWIFT, emails and phone calls
Work in tandem with our payments product team to correct errors and implement improvements
Distribute explanatory comments about an issue to our clients and other service teams.
What you'll need
Experience in banking or other financial services (preferably 1-2 years in a payments, operations or technical department)
Ability to break complex problems into smaller ones by analysing data and facilitating your work using such tools as SQL, Excel, Jira, Confluence
Good knowledge of SWIFT, SEPA, ACH, Faster Payment and other bank payment processing
Flawless English (both speaking and writing skills, understanding of banking terms)
Confidence in explaining complex issues with ease based on data and clear arguments
Ability to organise workflows, prioritise tasks and deliver high quality on tight deadlines
Education level BA/MA degree in banking, management or technologies would be an asset.
A LITTLE ABOUT US
We believe that there are better ways for people to control their money. Easier, fairer ways.
Revolut started in 2015 with fee-free card transactions abroad. We’ve since added current accounts, business accounts, savings, insurance, and even cryptocurrency trading.
We reached 4 million customers in February 2019 and we’re adding another million every quarter.
And we’re only just getting started.
Come and help Revolut build the world’s first truly global bank.
WHAT WE ARE LOOKING FOR
From employee 1 to employee 1000, you will be slotting into a global team that shares a number of traits.
You can work autonomously and take ownership. We thrive with the space and responsibility to solve problems.
You operate best without lots of bureaucracy. We don’t hide behind fancy job titles or clunky processes ‘because that’s how things are done’.
You approach work in a logical way. We are not afraid to make mistakes but we use data and logic to backup decisions and improve understanding.
And you share our mission to improve people’s relationship with their money.
• Competitive salary
• Excellent training and guidance from our team.
• Roll with a free Revolut Metal subscription
• Life insurance
• Private medical care
• Multisport card
• Don’t panic about cooking: get free dinners
• Stay refreshed: get juice, tea, coffee and soft drinks on tap
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