Payments Specialist

About us

Founded in Sydney in 2014, ezyCollect by Sidetrade is Australia's leading Order-to-Cash platform for small and mid-sized businesses. We automate credit management, collections, and payments - taking the manual work out of getting paid. Our 1,100+ customers manage A$19 billion in receivables through the platform, typically cutting late payments by 40% and bad debt by 80% within three months.

Now part of global AI leader Sidetrade, we're scaling our reach across three continents - bringing enterprise-grade technology to the mid-market while staying true to our Sydney roots. Australian innovation. Global ambition.

Why this role exists 
 
We're looking for someone who wants to be part of the team that owns the payment processing functions behind ezyCollect's B2B payments platform. Reporting to the Senior Payments Specialist, you'll be responsible for day-to-day payment operations across the full client lifecycle - onboarding and Level 1 risk assessment, transaction and fraud monitoring, disputes and chargebacks, first-line payment support, and daily reconciliation and reporting. 

You'll interact daily with other teams including, but not limited to, Customer Success, Risk & Compliance, Finance and Sales, and you'll help maintain the platforms, records and operational reporting that keep our payments business running accurately and compliantly. 

This is a full-time role, based in Manila, Philippines and you will be mainly working during Australian business hours

Your team 

You'll report to the Senior Payments Specialist within Payments Operations, and you'll work closely with Customer Success, Risk & Compliance, Finance and Sales on a daily basis. The Senior Payments Specialist is your first point of escalation and support, particularly on higher-risk onboarding cases and complex disputes.

What you'll be doing 

Own merchant onboarding and risk assessment. You'll support end-to-end onboarding of new payment merchants, including application review, KYC/KYB document collection and verification, and account configuration and activation across card and bank-debit rails. You'll complete Level 1 risk assessments on new applications - business model, industry, projected volumes and prepayment exposure - escalating higher-risk cases to the Senior Payments Specialist and Risk & Compliance for further review. You'll also track the onboarding pipeline and keep Sales and Customer Success informed of application status, outstanding requirements and expected activation dates. 

Monitor transactions and prevent fraud. You'll perform daily monitoring of transaction activity, fraud alerts and review queues, investigating flagged transactions and actioning holds, releases and escalations in line with agreed procedures. You'll help maintain fraud-prevention tooling, including review rules, block/allow lists and 3DSecure settings, and escalate suspected or confirmed fraud promptly. You'll also monitor merchant behaviour post-activation - volume spikes, refund and dishonour rates, unusual transaction patterns - and flag deteriorating risk profiles for review. 

Manage the dispute and chargeback lifecycle end-to-end. You'll log incoming disputes, request and collate compelling evidence from merchants, and prepare and submit response packs within card scheme deadlines. You'll maintain the dispute register, track outcomes and win/loss rates, and contribute to root-cause and merchant-level trend analysis, supporting recovery of negative balances and unrecovered chargebacks in coordination with Finance where required. 

Provide first-line payment support. You'll resolve payment support tickets, including failed or declined transactions, refunds, direct debit dishonours, settlement and payout queries, and pricing or surcharge questions. You'll administer direct debit and PayTo mandate lifecycles, including setup, amendments, cancellations and dishonour handling, and process refunds, adjustments and account changes within your delegated authority, keeping records accurate and clients clearly informed. 

Reconcile transactions and own operational reporting. You'll perform daily reconciliation of transactions, settlements and client payouts across our payment platforms, investigating and resolving breaks and discrepancies promptly. You'll prepare recurring operational reporting - transaction volumes, disputes, fraud, dishonours and onboarding activity - and provide analytical support for management reporting, assisting Finance with month-end payments data and fee, billing and revenue queries. 

Maintain compliance and audit-ready records. You'll keep complete, accurate and audit-ready payments records across all platforms and internal systems. You'll support AML/CTF and card scheme compliance activities, including merchant screening escalations, enhanced due diligence information gathering, and regulatory record-keeping, and you'll handle confidential merchant and cardholder data with discretion, in line with PCI DSS and privacy obligations. 

Support projects and continuous improvement. You'll participate in testing and validation of new payment products, features and provider integrations ahead of release, and support payments change projects such as pricing and surcharging changes, new payment methods and platform migrations. You'll help maintain and improve standard operating procedures, and identify opportunities to automate or streamline manual processes.

What you'll bring 

You have experience working within SaaS companies, particularly in areas such as online payments, customer success, administration and finance. You have a solid understanding of the end-to-end payments ecosystem, including payment methods, card network rules and risk management practices. 

You have strong written and verbal communication skills, with confidence engaging both local and international clients. You bring excellent attention to detail and strong organisational skills, and you're adaptable to process changes, with the ability to quickly learn new products and technologies. 

You have strong multitasking abilities, with sound judgment in prioritising tasks under pressure, and you're capable of handling highly confidential and sensitive information with discretion. You bring high computer literacy across a range of software and systems. 

Why join now 
 
Work at the centre of how our customers get paid. You'll be part of the payment processing engine behind ezyCollect's B2B payments platform - the function that turns transactions into cash in the bank. Every merchant you onboard, every dispute you resolve, and every reconciliation you close keeps our payments business running accurately and compliantly. 

Grow your payments expertise. You'll build deep, end-to-end expertise across merchant onboarding, risk assessment, fraud prevention, disputes and chargebacks, and reconciliation - skills that are highly transferable across payments, fintech and SaaS. Working across Australian, New Zealand and US markets adds international breadth you won't get in a single-market role. 

Make an impact every day. When you catch a fraud pattern, win a chargeback dispute, or close a reconciliation break, you're directly protecting revenue and keeping clients paid on time. Your work has real, measurable impact on the accuracy and integrity of our payments business. 

Be part of something stable and scaling. We're profitable, backed by Sidetrade, and serving 1,100+ customers with A$19B under management. You're not joining a startup scrambling for product-market fit - you're joining a company that's proven and scaling deliberately. 

What we offer 

Work with global clients: support clients across Australia, New Zealand and the US, gaining valuable international payments experience. 

NSW public holidays: you'll observe NSW public holidays while working Australian business hours. 

Skill development: continuous learning across merchant onboarding, risk assessment, fraud prevention, disputes and chargebacks, reconciliation and card scheme compliance - deep, transferable payments expertise. 

Collaborative culture: work within an expanding Payments Operations team, collaborating daily with Customer Success, Risk & Compliance, Finance and Sales, with support from the Senior Payments Specialist as you grow into more complex cases. 

Make a difference: work on a platform that genuinely helps businesses eliminate late payments and improve cash flow - your work in onboarding, risk, disputes and reconciliation has direct, measurable impact. 

Benefits: annual HMO subsidy of up to PHP 25,000, commencing from your third month of employment. Company-provided equipment. 20 days of paid annual leave. 10 days of paid annual sick leave.