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Position Overview The Payment Operations Analyst is responsible for delivering exceptional payment support while ensuring that we provide our customers with a broad portfolio of solutions across all our markets, focusing on operational optimization of our solutions and management of existing providers. You will work in close conjunction with the Risk Team and Customer Service whose remit is to ensure we create a safe and compliant environment for our customers through various measures such as combatting money laundering, preventing credit card fraud, affiliate and bonus abuse and aligning with regulatory requirements. Key Responsibilities Act as a support payment agent by engaging directly with customers through our internal chat tools to efficiently resolve any deposit-related issues Engage with customers via chat and email, be relentless in resolving their issue, minimising customer disruption Act as a 2nd line support for all internal escalations with regards to payment queries, dealing primarily with missing deposit and withdrawals Liaising with PSP’s on operational issues and to make customer journey improvements Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing, VIP, etc) to effectively resolve customer queries Review the policies and procedures of the payments department and make recommendations for improved efficiency Escalating urgent and important issues through the appropriate channels Liaise with finance team to ensure optimal reconciliation of payments Take a pro-active and holistic approach to ensure we provide our customers with a smooth a frictionless payments experience Work hand-in-hand with the team lead to avoid having the same contact more than once and to reduce customer contacts overall Find ways to improve the deposit and withdrawal journeys by suggesting improvements to your team lead Provide proactive updates to customers where required, ensuring a great experience Work with your team to highlight any issues causing our customers unnecessary challenges Take ownership of the customers journey through their queries and seek to provide a seamless customer experience Actively support business change initiatives through a positive work ethic Always adopt a commercial mindset, seeking opportunities to convert customers and cross-sell to other products at all touchpoints Suggest improvements to the customer journeys as appropriate Support our customers by providing a great customer experience aligned to our values Escalate urgent and important issues through the appropriate channels and ensure there is a flawless feedback loop to the management team Requirements 2 year minimum experience in a similar role, working for an online business in a customer service or payments capacity Expertise in identifying opportunities to upsell or cross-sell additional products or services Strong analytical skills, a problem-solving mind-set and great attention to detail Ability to understand and relate to the customer's feelings and perspectives. Ability to manage communications across various platforms, such as phone, email and chat Skills in following up with customers to ensure satisfaction and maintain relationships Commercial awareness and great team player Flexibility to work evenings and weekends if required The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity. Why Work With Us? At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success. Joining us means being part of a team that values curiosity, ownershi