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 2015, we processed €1.7B in transactions and have a 100% growth forecast for 2016.

We are a team of 135+ 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.

Payment Analyst at Trustly:

The payment analysts belongs to the support team and 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 role:

As a Payments Analyst, you will take care of investigating and resolving customers’ technical payment issues, which have occurred within the payments platform, and provide effective, efficient and knowledgeable service and solutions to our customers (both external and internal). 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 to deliver information both to technical and non-technical personnel as well as the 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 and measures
  • 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, procedures to enhance the customer payment experience

Desired skills:

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

Requirements

  • Experience in main payment methods, including credit cards, Skrill, PayPal, internet bank transfers and others
  • Experience with Microsoft Office, Salesforce, Desk, Confluence and Trello preferred
  • IT troubleshooting experience
  • Relevant degree or equivalent work experience
  • Good analytical, problem-solving and decision-making skills
  • Fluent in English
  • Able to work shifts