Payment Operations Coordinator

We are recruiting for a growing payment processing business looking for an experienced Payment Operations Coordinator to help manage the day-to-day operations of the business and support its continued growth.

This is an important early-stage hire. We're looking for someone who understands how payment processing works and can take ownership of the operational side of the business — from merchant onboarding and transaction monitoring through to reconciliation, payment issues, reporting, and ongoing merchant support.

The ideal candidate will have previous experience working for a payment processor, merchant services provider, acquiring bank, fintech, payment gateway, or similar business.

This is not a purely administrative role. We're looking for someone who understands the payments ecosystem, can identify problems before they become bigger issues, and is comfortable building and improving processes as the company scales.

Key Responsibilities

Payment Operations

- Monitor day-to-day payment processing activity and transaction flows

- Monitor transaction success and failure rates and investigate unusual activity or processing issues

- Identify payment exceptions, delays, discrepancies, and operational issues

- Coordinate with processors, acquiring partners, banks, technology providers, and internal teams to resolve issues

- Track outstanding payment issues through to resolution

- Escalate critical payment incidents quickly and appropriately

- Maintain clear records of operational issues and their resolutions

Merchant Onboarding & Account Management

- Support the onboarding of new merchants from application through activation

- Ensure merchant documentation and operational requirements are complete and accurate

- Coordinate merchant account setup with processors and third-party providers

- Manage ongoing merchant account changes, updates, and requests

- Ensure a smooth handover from sales/onboarding into ongoing operations

- Act as an operational point of contact for merchant-related issues

Reconciliation & Settlements

- Assist with daily and periodic reconciliation of payment transactions

- Review processor and settlement reports and identify discrepancies

- Investigate differences between processor reports, bank activity, settlements, and internal records

- Track outstanding settlement and funding issues

- Assist with refunds, payouts, adjustments, and transaction corrections

- Ensure financial and operational records remain accurate

Chargebacks, Disputes & Refunds

- Monitor and manage chargeback and dispute workflows

- Ensure required documentation and evidence is collected and submitted within deadlines

- Track chargebacks through to resolution

- Coordinate refunds and ensure they are processed accurately

- Maintain accurate records of disputes, refunds, and payment exceptions

- Identify recurring dispute or payment issues and flag opportunities to reduce them

Reporting & Analysis

- Maintain regular payment operations reports

- Track transaction volumes, approval rates, declines, chargebacks, refunds, and settlement activity

- Identify trends and unusual activity within payment data

- Prepare operational updates for management

- Use Excel/Google Sheets or relevant reporting tools to analyse payment data

- Help establish KPIs and operational dashboards as the business grows

Process & Operations Development

As an early hire within a growing payments business, you will be expected to help build the operational infrastructure , not simply follow an existing playbook.

You will:

- Create and improve SOPs for recurring payment processes

- Document merchant onboarding and operational workflows

- Build checklists and controls to reduce errors

- Identify repetitive manual processes that could be automated

- Improve internal workflows as merchant and transaction volumes increase

- Help establish escalation procedures for payment incidents

- Continuously look for ways to make the ope