Payment Analyst / Malta

At Trustly, we envision a world in which paying directly from your online bank account is as easy as sliding cash across the counter. Today, we cover 29 European countries, with more markets on the way, and our B2B payment solutions attract global merchants in four main segments: e­-commerce, travel, financial services and online gaming. In 2016, we processed €3.2B in payments and today we process more than 2.2 million monthly transactions.
We are a team of 160+ people and are headquartered in Stockholm, Sweden, with regional offices in Spain, Malta, Germany and the UK. We are a young, dynamic and fast-growing company leading the development of the payments industry and the work you’ll do here will make a great impact.

About the Support team:

The Support team provides support to Trustly’s merchants, making sure all of their questions are answered and problems are solved in a fast, accurate and friendly manner. The team works closely with the Product team to ensure Trustly’s payment service reflects its customers’ needs. After all, a Product team that embraces feedback produces innovative products that blow customers away.

About the Payments Analyst role:

As a Payments Analyst, you will investigate and resolve customers’ technical payment issues that occur within the payments platform and also provide effective, efficient and knowledgeable service and solutions to our teammates and customers. As well as a technical background, excellent communication skills and attention to detail, you’ll need an understanding of and experience within payments processes so you can deliver information both to technical and non-technical personnel as well as Trustly’s Finance, Compliance and Risk teams.

Responsibilities:

  • Ensure payment and transaction processes work as intended
  • Handle customer queries efficiently through the service channels
  • Identify payment and transaction problems and patterns via available tools
  • Identify, escalate, evaluate and document incidents and problems
  • Identify and take ownership of errors and patterns in calculations, data and related issues
  • Keep internal self-help documentation up to date
  • Generate new ideas and suggestions for continuous improvement of systems, processes and procedures to enhance the customer payment experience

Requirements

  • Basic knowledge of and experience using SQL
  • Experience in main payment methods, including credit cards, Skrill, PayPal, internet bank transfers and others
  • IT troubleshooting experience
  • Relevant degree or equivalent work experience
  • Good analytical, problem-solving and decision-making skills
  • Ability to multitask and prioritize
  • Fluent in English
  • Ability to work shifts

Desired skills:

  • Experience using databases in a business environment; this should include but not be limited to searching, interpreting and updating database records, as well as identification and troubleshooting of potential data problems
  • Experience with Microsoft Office, Salesforce, Desk, Confluence and Trello
  • Proficient written and verbal communication skills in dealing with users
  • Knowledge of the practices, procedures and problem-solving techniques required to verify and resolve payment and technical transaction issues
  • Ability to identify errors and patterns in calculations, data and related issues
  • Prior service experience in a financial or technical field