Payment Operations Analyst at DAZN

As a Payments Analyst, you’ll help the Company serve its customers by making their payment journeys seamless and efficient. You will support payment method verification, analyze and process customer payments, and assist in resolving any payment-related difficulties. Additionally, you will help the company fight crime and protect victims of fraud by identifying fraudulent behaviors, reducing chargebacks, and reporting any suspicious activity.

Responsible for research and resolution of customer charge backs. Requires detailed transaction research, analytical skills, and documentation of actions taken including phone calls to merchants, cardholders, and others as appropriate. Applies bank and card industry regulations and practices in resolving disputes.

You will be part of the Payment Operations Team, reporting to the Payment Operations Team Leader.

·       Check and process customers’ deposits and withdrawals that require manual review in a fast and efficient manner

·       Monitor incoming payment flows and ensure accurate reflection on customer accounts, taking corrective actions if necessary

·       Prioritise tasks to adjust to the influx of work, ensuring timely and successful processing to meet SLAs

·       Liaise with payment providers and internal teams, assisting with any possible issues such as missing deposits or uncredited withdrawals

·       Perform any necessary research and look up specific transaction details that need to be included with chargeback representment cases

·       Gain broader business experience by working with multiple global teams

·       Work together with the wider Customer Service Team to identify processing issues and improve service processes

·       Be part of an inclusive and dynamic Payment Operations Team

·       Business level English (C1)

·       Excellent attention to detail and organizational skills

·       Ability to meet deadlines

·       Strong written and oral communication skills

·       Good understanding of Customer Service metrics such as Average Handling Time, Average Response Time, First Time Right, etc.

·       Strong focus on quality and ambition to deliver quality response to customers and financial institutions

·       Teamwork and willingness to adapt to DAZN processes

·       Proficient in MS Word and MS Excel

·       Strong technical capability and ability to adapt to new systems and processes

·       Ability to work in an environment with daily changes

·       Ability to be self-motivated and quickly learn new procedures

·       Excellent problem-solving skills

·       Must be able to work well with others, specifically with a team

·       Ability to work overtime, holidays and weekends as required and shifts

·       Previous work experience in a Customer Service or Payments role preferred

·       Experience in a related industry preferred