The Payment Solutions Analyst supports our customers, brokers, funders, and teams in ensuring payments are processed correctly, on time, every time. The Payment Solutions Team is responsible for the accuracy of the loan ledger, identification and allocation of unallocated funds, servicing Wisr loans and Wisr Financial Wellness Products, and managing payments to brokers, aggregators, and funders.
Responsibilities
- Process daily payables related to loan settlement and disbursement functions across Wisr products.
- Manage settlement-related issues, ensuring timely resolution and accuracy, including investigating and reprocessing failed or rejected payments.
- Process daily receivables functions, including clearing and allocating funds, managing arrears positions, and treating dishonoured payments.
- Work with partners to investigate and allocate unallocated funds to reduce the daily spot balance.
- Process weekly payables for WisrApp Roundups and monthly payables for aggregator commissions.
- Provide exceptional customer service while supporting and educating customers with these processes and complex loan servicing-related queries and complaints.
- Document & provide requested details for Secured Vehicle Loans insurance-related claims.
- Liaise with internal and external customers to troubleshoot and resolve system and process-related issues and customer complaints.
- Proactively identifies gaps in processes and knowledge, and works to close them accordingly.
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
- Transferable skills as below 2 years of transferable experience
- Understanding of core payment principles Understanding of the Australian banking and payments landscape
- Follows process with support Follows process with limited support, suggests improvement, and moves autonomously between tasks without needing direction
- Identifies and flags risks Understands operational risk principles, flags risks, and adheres to the escalation policy
- Attuned listening, eye for detail, genuine care, empathy, and understanding of different stakeholders and customers at different stages of the product life cycle
- Exceptional communication skills (verbal and written), with the ability to break down complex concepts
- Strong analytical and problem-solving mindset, with the ability to search for answers to problems
- An inquisitive, growth mindset, embracing pace, change, and feedback.
- Operates with proactive curiosity and determination
MEASURES OF SUCCESS
- Daily payables and receivables functions completed on schedule
- Team’s KPI achievements
- New team member’s Training plan progress
- Quality hindsight scores
- Customer Service NPS/ complaints
