Payments Specialist
Who is Shift?
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.
We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding.
Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.
About the role:
As a Payments Specialist, the role focuses on delivering tailored technical solutions for clients using Shift’s payments platform. It involves understanding client needs, identifying opportunities to upsell and cross-sell services, and supporting implementation of payment systems. This includes liaising with product and technical teams to resolve complex payment issues, guide clients through optimal product use, and ensure a seamless post-sales experience. The role combines technical insight with customer engagement to help clients achieve maximum value from Shift’s offerings.
Duties & Responsibilities:
Develop and maintain strong relationships with a portfolio of business clients, acting as the primary point of contact for all technical and product-related enquiries related to Shift’s payments platform.
Provide tailored pre-sales and post-sales technical advice, identifying client pain points and presenting suitable product-based solutions to drive business value and restore or enhance system functionality.
Maintain effective time management practices ensuring preparation of loan documents and resolve any objections to ensure smooth signing of documents.
Promote product adoption by proactively identifying opportunities for upselling and cross-selling additional services in line with the client's operational needs, internal credit policies, and compliance requirements.
Maintain effective communication skills to convert opportunities, present product offerings clearly and deliver a seamless experience.
Lead end-to-end client onboarding processes, ensuring clients understand and successfully implement Shift’s payments technology within their businesses.
Support change management initiatives by educating clients on updates to payment systems and ensuring minimal disruption through clear, customer-focused communication.
Gather and relay client feedback to internal stakeholders, contributing to ongoing product development and improved user experience.
Provide technical guidance and support for manual payment processes and end-of-day settlements, ensuring accurate and timely resolution of any issues.
Monitor client compliance with payment service SLAs and industry regulations (e.g. AML/CTF obligations), maintaining high standards of operational performance and customer satisfaction.
Act as a key escalation point for payment-related incidents, coordinating closely with the Payments Delivery Team to ensure swift resolution and effective client communication.
Assist in the creation of technical sales materials, guides, and tools to support customer education and enhance product understanding.
Key benefits:
Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
Family support – industry leading 26 weeks paid parental leave.
Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.
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