At Trustly, we’re passionate about simplifying the way people pay and get paid online. We’re a licensed payment institution and our B2B products available across Europe, North America and Australia attract global merchants in segments such as e-commerce, telecom, travel, financial services and gaming. In June 2018, private equity firm Nordic Capital acquired a majority stake in Trustly with ambitions to support us in becoming the leading global online banking payments provider.
We are a diverse and fast-growing team with our headquarters in Stockholm, Sweden, and 9 additional offices across Europe and North America. Together we are leading the development of the payments industry and the work you’ll do here will make a great impact.
About the role:
As a Technical Payment 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 teammates and customers.
In addition to 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 to the company’s Finance, Compliance and Risk teams.
What you’ll do:
- As part of a team, you will be the main contact for handling merchant inquiries, mostly via email.
- Analyze and escalate reported issues internally to relevant departments.
- Perform investigation of payment issues and create ad-hoc reports if needed.
- Proactively follow-up merchants’ queries.
- Communicate internally and assist other departments with their queries, by closely cooperating with Consumer Support, Account management, AML, Finance or Banking Relations.
- Communicate with various banks the company cooperates with.
- Ensure all tasks are performed in line with the current procedures and within internal SLA’s.
- Maintain, review and improve internal procedures and processes.
- Contribute to team effort by meeting team and company KPIs.
- Constantly update yourself about industry trends, internal policies and procedures.
Who you are:
- 1-2 years’ experience working in a technical payments role within the iGaming industry, Fintech, Payment provider or a Bank.
- Good knowledge and understanding of IT troubleshooting in online payments.
- Experience working with payment methods such as credit cards Paypal, Skrill, SEPA etc.
- Experience using SQL, Web services (API) and log file analysis.
- A can-do attitude and a proactive mindset.
- Organized and detail oriented.
- You work well within a team as well as individually.
- Fluent in English, both verbally and in writing.
- Open to working shifts, including evenings and weekends.
