Complaints Analyst investigating and responding to customer complaints for Coinbase. Collaborating with legal teams and optimizing internal processes for a growing crypto platform.
About the role
- Payments Analyst at Plum, overseeing payment transactions and compliance in a growing fintech app. Collaborating with teams to ensure accurate processing and quality performance in financial services.
Responsibilities
- Execute and monitor inbound and outbound payments (e.g., deposits, withdrawals, dividends, fund transfers) with accuracy and timeliness.
- Assist in maintaining compliance with FCA, PSD2, and EMI regulatory requirements.
- Support the Payment Manager in managing relationships with banks, card networks, payment processors, and custodians.
- Perform investigating payment transactions discrepancies.
- Identify and escalate issues or risks in payment workflows, contributing to process improvements.
- Assist in implementing automation initiatives to enhance efficiency and scalability.
- Collaborate with product, compliance, and technology teams to support new payment solutions and product launches.
- Contribute to risk management processes to safeguard customer transactions.
- Prepare reports and provide insights on payment performance and operational metrics.
- Support the culture of accountability, innovation, and continuous improvement within the payments team.
Requirements
- Experience in payment operations management within Fintech, banking, or financial services.
- Familiarity with investment products (ISA, GIA, stocks, mutual funds).
- Hands-on experience with payment systems (SEPA, Faster Payments, SWIFT, card acquiring).
- Strong analytical and problem-solving skills with attention to detail.
- Ability to work effectively with internal teams and external stakeholders.
- Excellent communication skills, both written and verbal.
- Proactive mindset with a focus on efficiency, accuracy, and customer experience.
Benefits
- Own part of the company you're helping grow through stock options
- Private health insurance
- Annual training budget
- Plum Premium for free
- Competitive referral scheme
- Hybrid working: 2 days a week connecting in our beautiful offices in London, Athens, or Cyprus
- Team breakfasts and team lunches
- 25 days holiday + bank holidays
- 45 work-from-anywhere days to give you flexibility to work your way
- 2 weeks sabbatical after 4 years to take the break you deserve
- Enhanced parental leave
- 1 paid volunteering day annually
- Annual team trip to a surprise destination!
- A fun, inclusive company culture (think 🦄🌈💯)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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