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Payments Recovery Team Leader at Revolut
Krakow, PL

The Payments Recovery team is responsible for maintaining unassigned payments in suspense accounts, retrieving wrongly credited payments, and returning funds back to the source. Our aim is to improve customer experience by allocating missing funds to potential beneficiaries, or returning them to the source when recipients cannot be identified. Another team objective is to verify incoming payment recalls and payment indemnity claims through communication with other banks and our customers. Additionally, we aim to make sure that funds are retrieved in a timely manner by resolving all possible technical errors and improving the process.

What you will be doing

        Managing and mentoring a team of 12 specialists in Krakow and other locations
        Monitoring and improving performance of the team, ensuring the delivery of established KPIs
        Achieve instant communication with other banks and a high level of customer satisfaction
        Establish standard operating procedures, create workflows and document processes
        Escalate issues to our banking partners, payment processors and other service teams
        Cooperate with our product team to improve a product and automate processes
        Monitor and control suspense accounts, approve returns of unallocated bank payments
        Manage the resolution of incoming payment recall requests and verification of indemnity claims
        Minimise human error or unexpected internal system glitches, establish preventing measures
        Hire talented and highly motivated team members, recognise and develop skills of direct reports
        Take ownership of difficult problems, resolve ongoing issues, be a leader in the workplace
        Report to Head of Payments Operations

What you will need

        Minimum 2 years of team management experience (you managed a professional team of more than 10 employees)
        Experience record in a bank or other financial services (preferably in payments, operations or support department)
        Ability to break complex problems into smaller ones by analysing data with the help of such tools as SQL, Excel, Jira, Confluence
        Understanding of SWIFT, SEPA, ACH, Faster Payment and other bank payment schemes
        Flawless English (both speaking and writing skills, understanding of banking terms)
        Confidence in explaining issues with ease in a customer-friendly manner
        Objective decision making, ability to organise workflows, prioritise and deliver high quality
        Education level BA/MA degree

We believe that there are better ways for people to control their money. Easier, fairer ways.
Revolut started in 2015 with card transactions abroad without rubbish exchange rates or hidden fees. We've since added business accounts, vaults, insurance and even access to cryptocurrency exposure.
We reached 8 million customers in October 2019 and we're adding another million every quarter.

From employee 1 to employee 1400, 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.

The benefits
• Competitive salary
• Biannual equity bonuses
• 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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