Payments and Fraud Shift Leader

About this role

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 facilitate internal communication, as well as offer 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 during 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 support and following up on the timely resolution of issues.

• Handling of payments and risk queries and escalations from customer support via chat, IM and emails.