About the role
This role provides cross‑skilled operational merchant support to Australian and New Zealand retail partners and internal stakeholders, including Retail Account Managers, B2B Field Teams and Program Leaders. You’ll manage sales finance enquiries and operational issues across phone, chat and email channels in a high‑volume environment.
Working closely with teams across Originations Operations, Back Office and Partnerships, you’ll support timely and compliant resolution of enquiries, including merchant settlement activities. The role operates on a 7‑day rotating roster within defined operating hours, with onshore team members working a Monday–Friday rotation including some public holidays.
Responsibilities:
- Provide phone, chat and email support to retail partners and internal stakeholders across Australia and New Zealand.
- Respond to inbound and outbound sales finance enquiries in a high‑volume environment.
- Support merchants with operational and technical enquiries, including portal access, voucher processing, reversals, plan changes and credit balance enquiries.
- Support complex merchant settlement activities, including investigating missing or rejected payments, processing manual account adjustments and resolving settlement discrepancies in line with controls.
- Partner with Back Office and internal teams to resolve complex or escalated merchant issues and complaints.
- Support Retail Account Managers, B2B Field Teams and Program Leaders with escalated enquiries.
- Work across multiple systems including SMP, Vision, CardPac and Activate to resolve enquiries.
- Ensure all activities are completed in line with regulatory, compliance and audit requirements.
- Maintain accurate records of interactions and outcomes in relevant systems.
- Contribute to continuous improvement of processes, knowledge articles and ways of working.
What you’ll bring:
- Experience in Originations, Customer Service, Merchant Support or Retail Finance (desirable).
- Proven experience in a contact centre or operational support role across phone, chat and email.
- A proactive mindset and commitment to supporting the move to blended ANZ handling, including partnering with offshore colleagues through transition and capability uplift.
- Strong verbal and written communication skills with a customer‑focused approach.
- Ability to manage multiple enquiries while maintaining quality and attention to detail.
- Well‑developed problem‑solving and decision‑making capability.
- Confidence working across multiple systems, portals and applications.
- Strong understanding of process adherence, controls and compliance requirements.
- Comfort working in a fast‑paced, evolving environment and supporting ongoing change.
- A collaborative mindset and willingness to support team and business outcomes.
Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Only open to Australian or New Zealand Permanent Residents or Citizens.
