About Zepto

Zepto is a scaling provider of real-time, account-to-account payments solutions for merchants, and is reimagining the way money moves through the always-on, digital-first economy.

Our growing team across Australia allows for like-minded, talented, passionate people motivated to help us deliver on our brand promise to #LevelThePayingField

At Zepto we believe in the power of positive human experiences, and that a deep sense of belonging creates cohesion in our culture. So, even in a remote-first team, you will be a contributor and custodian of that culture. You will also enjoy solving complex problems, and play a key role in creating something truly special as we focus on delivering ‘a better way to pay’ at Zepto.

The Role You’ll Play

As a Transaction Specialist, you will play a role in managing the processing of payment cancellations, monitoring transactions and providing exceptional customer service to manage claims and disputes with third parties such as financial institutions, and Zepto’s merchants and partners.

Reporting to the Disputes Operations Lead, you will have the opportunity to flex your data skills by extracting and compiling data from our internal systems. You will have a process improvement mindset, always looking for efficiencies and ways to improve.

Working in a start-up, you’ll have the opportunity to flex your skills in a variety of ways. We are agile and always willing to roll up our sleeves to get things done. You can, however, expect your day to day to be involved in the following:

• Manage the end-to-end process for payments disputes and cancellations across DE, NPP and/or PayTo transactions.
• Identify suspicious patterns and activity within transactions, and escalate via an established fraud and scams process. Investigating transactions and tracing will quickly become your bread and butter!
• Flex your data skills by extracting and compiling data from our internal systems
• Showcase your customer service skills as you communicate with Zepto’s merchants and third party OFI’s (other financial institutions) to manage dishonoured payments and disputed transactions
• Support the Disputes Operations Lead with internal audit-related information and activities
• Contribute to tooling implementation, management and admin requirements as required and as part of team based projects
• Support the delivery of Transaction Team projects
• Contribute to regular reporting and utilise reports to establish insights that support the uplift in processes, procedures, decision making and disputes
• Document processes and identify opportunities for process improvement or automation
• Adhere to industry defined SLA’s and Zepto’s internal SLA’s

What You’ll Bring to the Table

• At least 2 years of administrative, data entry and/or customer service experience
• Passion for the payments landscape and have a key interest in joining a scaleup environment
• Tech savvy with experience navigating systems such as Google Workspace, Office 365, Asana & Jira
  
• High attention to detail and impeccable work quality
• Strong verbal and written communication, with experience interacting with external third parties
• Experience working both autonomously and collaboratively and thrives in a team environment
• Exposure to data analytics practices and technologies will be a bonus

What’s on Offer

Zepto has an inspiring Founder story and is a customer-focused, culture-first organisation.

We’re all striving to achieve our mission of enabling a better way to pay for consumers and merchants and do so while fostering an inclusive culture where you will work with and learn from world-class talent in their areas of expertise.

As a remote-first organisation, we connect through our various initiatives and enjoy the flexibility that comes with remote work.

You'll be part of a team that is on a mission to change the world of payments and work with incredibly talented people in the payments space. We offer an Employee Share Option Plan for all employees, access to an annual learning budget, Paid Parental Leave and wellbeing support.

As an organisation that operated in the highly regulated Financial Services industry, Background Checks form part of our recruitment process.