Payment Operations System Expert

We are now looking for a Payment Operations System Expert to join our team in Tallinn!

Our Merchant Chargeback & Investigations team is a small, autonomous yet impactful team in the exciting Wise world. Our aim is to defend Card Chargebacks raised against Wise and ensure we're recovering as much as possible whilst making sure we stay compliant with the card schemes and relevant regulations, and support product teams with new initiatives. We also aim to create a secure platform for users by conducting regular account risk reviews, specifically focusing on Investigating potential fraudulent or suspicious activity. We work closely with multiple Product teams and other operational teams.

This role is a unique opportunity to have an impact on Wise's mission by contributing to building and supporting operationally sustainable products. You’ll be the go-to consultant and SME for the Merchant Chargeback & Investigations team, supporting the discovery and project implementations across stakeholders and other functions.

This is a hybrid role. You will maintain deep operational know-how through operational execution of up to 20% regularly in the team. You’ll spend the 80% of your time that is non-operational as a go-to consultant, championing specialisation, and supporting training & development efforts to up-skill specialists.

What you'll get to do:

• Act as the main POC and SME for discovery and strategic project implementations across stakeholders (Product, Service Operations, Process Excellence, Payment Defects, Training, KM, Quality).
• Own and optimise Regional Knowledge Bases that support enhancing the team's process manuals and reducing escalation rates.
• Serve as the first level escalation point for complex cases and crises, adeptly handling incidents and ensuring smooth operations.
• Confidently handle SEV-1 incidents while coaching the team to level-up on incident handling.
• Coordinate risk assessments and mitigation initiatives related to products and processes.
• Take a leading role in training and mentoring both new and existing specialists, helping to build domain expertise.
• Maintain your own operational execution (20% of your time) by handling day-to-day tasks to stay abreast with all tooling and process changes.

• You’re placed in Tallinn, and have a right to work here (we don’t offer visa nor relocation support for this role).
• You’ve previous experience in Chargebacks, Investigations, Disputes or another FinCrime function where you've learnt and used investigation skills.
• You take ownership. You demonstrated expertise in taking full ownership of a core operational domain (such as chargebacks or Investigations). This includes the proven ability to analyze, scale, improve, and streamline all related processes from the ground up.
• You’ve a proactive mindset to use your expert knowledge to implement relevant updates and changes, taking on new tasks and responsibilities where you see fit.
• You’ve exceptional stakeholder management skills, with a proven ability to manage improvements and communications between all stakeholders, including cross-functional teams and product managers.
• You’re an expert in understanding operational processes & internal tools.
• You’ve critical thinking skills, and an ability to solve edge-case problems where guidelines or processes don't exist.
• You’re recognised as a key mentor or go-to expert for training & support within and beyond your team.
• You’re interested in using data to make decisions and proficiently collecting and analysing data to provide actionable recommendations for improvement.

Some extra skills that would be nice to have:

• You’ve experience working within a cross-office team.
• You’ve experience within card issuing, acquiring institutions or merchants.

If you're interested in the role, apply by submitting your CV and answering application questions latest 5th of December EOD.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Instagram.