About Worldline
Worldline is a global payments company, employing 20 000 employees Worldwide, with innovative technology that addresses the challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. ANZ provides banking and financial products and services to around 10 million individual and business customers. Employing around 50,000 people worldwide and operating in 33 markets internationally, we are one of the four largest banks in Australia and one of the 25 largest banks in the world by market capitalization. At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We’re as focused on seeing our people thrive as well as our customers. ANZ and Worldline have formed a long term Alliance through a joint venture. This new company will bring added value to merchants while combining ANZ large banking network and established positions with Worldline State-of-the-art payment technology stack and business expertise. The joint venture will be focused on creating an environment where people’s talent and dedication to excellence can thrive, and with access to Worldline’s large range of ambitious and career enhancing development programs. These include formal training, career development programs, learning days, tech forums, mentoring and an Expert Network community

Your responsibilities include:

• Perform and assure the proper quality of all transactional & non-transactional request types
• Serve as an escalation point for the Contact Centre and High Value Merchants
• Handle set-up and maintenance of existing customers in our system
• Process independently all kind of requests from our customers, collect relevant input in problem solving activities
• Escalate issues to the appropriate teams and control implementation of agreed solutions
• Provide support for customer service (email/telephone) including financial queries and answering product questions
• Execute recurring tasks, including reporting in task tool statistics daily

Competencies: 

• Proactively take ownership of tasks, manage them to their completion and deliver under tight timelines
• Ability to handle multiple priorities

Skills: 

• Strong relationship builder and communicator
• Organized
• Solution oriented
• High attention to detail and accuracy
• Proficient in Microsoft applications

Experience: 

• Experience in customer service
• In-depth knowledge of Merchant Services products, services and processes 
• Knowledge of the Commercial Cards/Merchant Services Industry and relevant processes

Qualifications: 

• Relevant tertiary qualification or experience

Values: 

• Innovation 
• Excellence 
• Cooperation
• Empowerment

Compliance: 

• Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents. 
• Comply with all applicable company policies. 
• A favourable Police Check and other background checks are required.

Information Security:

• Comply with company policies and procedures in relation to Information security and confidentiality. 
• Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy. 
• Report any breach of privacy, security or confidentiality in a timely manner to protect the interests of the company.  

Benefits

At ANZ Worldline Payment Solutions, we work in a flexible environment that empowers you to learn, grow and accelerate your career. You’ll have access a great mix of benefits, including:

• A range of health and wellbeing discounts for gym, nutrition, sporting gear providers.
• Learning and development opportunities to build your skills.
• Additional leave options to support families, work in the community or take a career break. You’ll also earn loyalty leave for your tenure.
• Regular opportunities to connect socially as a team.
• Volunteering leave to support Corporate Social Responsibility activities.
• Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parent’s room, prayer room, and end of trip facilities. We also provide employee assistance services including counselling, to support managers, employees and their families.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, a can-do attitude and a hunger to learn and grow. Here you’ll work with colleagues from around the world and take on unique challenges as a team, to support businesses right across Australia. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators to shape the payments evolution.

Learn more here about working at ANZ Worldline Payment Solutions.

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