---
title: 'Customer Service Officer - Payments at Shift'
canonical: 'https://feeny.ai/job/customer-service-officer-payments-shift-sydney-0b7t023886s7'
type: 'job'
last_seen: '2026-10-14'
---

# Customer Service Officer - Payments at Shift

- **Company:** Shift
- **Location:** Sydney, Australia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-29
- **Last confirmed live:** 2026-10-14
- **Apply:** https://jobs.ashbyhq.com/shift/f67e7f01-cbb1-4308-b706-91c41bcaf541

## Job description

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 Customer Service Officer – Payments, you will support the day-to-day processing, monitoring, and investigation of customer payments across multiple payment channels. You’ll ensure payments are processed accurately and efficiently, operational accounts are appropriately funded, exceptions and reconciliation issues are resolved, and customers receive timely support when payment issues occur.

You will work closely with internal teams and external partners—including Cuscal, Cache, and ThreatMetrix—to investigate payment failures, risk alerts, and system issues, support refunds and manual payment processes, and assist with payment incidents and reconciliations. The role is also responsible for maintaining accurate operational records and ensuring payment activities are completed in line with internal controls, regulatory requirements, and agreed service levels.

What you’ll do:

- Manage day-to-day payment operations across multiple payment channels, including NPP, NDE, direct debit, BSB/account transfers, international payments, refunds, and manual payments.
- Support daily funding and top-up activities for Shift operational accounts, monitoring balances and escalating where funds may be insufficient to support customer payments and settlement requirements.
- Investigate and resolve inbound and outbound payment queries and exceptions, including rejected, reversed, dishonoured, delayed, duplicated, or incorrectly allocated payments.
- Complete payment reconciliations, refunds, manual payment sheets, and payment adjustments, investigating and resolving discrepancies across internal systems, bank accounts, and payment providers.
- Manage payment-related inbox queries and communicate directly with customers, providing clear updates and supporting timely resolution of payment issues.
- Liaise with external partners (Cuscal, Cache, and ThreatMetrix) to investigate payment failures, risk alerts, system issues, and other underlying payment incidents.
- Support payment incident management by identifying issues, assessing customer impact, escalating appropriately, and assisting with remediation and resolution.
- Review and process escalated onshore invoices requiring payment approval, ensuring appropriate validation, authorisation, and supporting documentation are completed prior to payment.
- Maintain accurate and audit-ready payment records; ensure activities are completed in accordance with internal controls, delegated authorities, AML/CTF requirements, payment scheme obligations, and agreed SLAs.

What you’ll bring:

- Previous experience in payments operations, banking operations, financial services, or a similar transaction-processing environment.
- Experience investigating and resolving payment queries, exceptions, reconciliation discrepancies, and failed or delayed transactions.
- Experience working across payment channels such as NPP, direct debit/NDE, account transfers, international payments, refunds, or manual payments.
- Demonstrated experience communicating directly with customers and resolving payment-related issues clearly and promptly.
- Experience working with external payment providers, banking partners, or technology vendors to investigate operational or system issues.
- Strong understanding of operational controls, reconciliations, audit requirements, and working within established procedures and service levels.
- Exposure to AML/CTF, fraud, transaction monitoring, or financial crime processes within a regulated financial services environment is desirable.
- Strong payment investigation and problem-solving skills, with the ability to identify root causes and resolve issues efficiently.
- High level of accuracy and attention to detail when processing payments, reconciliations, refunds, and manual transactions.
- Strong written and verbal communication skills, with the ability to explain payment issues clearly to customers and stakeholders.
- Ability to manage multiple priorities, operational deadlines, and time-sensitive payment matters.
- Strong systems capability and confidence working across payment platforms, banking systems, and operational tools.
- Sound understanding of operational controls, risk management, and escalation requirements.

Qualifications:

- A business or finance degree is beneficial but not essential.

## #LI-SA1

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.

#LI-Hybrid

## About Shift

## Company Overview
- **One-liner**: Shift provides Australian businesses with a range of credit and payment products—including working capital, asset finance, and trade credit—to help them manage cash flow, purchase equipment, and streamline trade terms.
- **Entity Type**: Private (Series D, backed by Peak XV Partners)
- **Headquarters**: North Sydney, New South Wales, Australia
- **Founded**: 2014
- **Founders**: Not publicly listed on the company website or in major profiles; the company was originally founded as GetCapital and rebranded to Shift in 2021.

## Core Business
- **Primary industry/industries**: Financial Services (Fintech) – specifically business lending, asset finance, and trade credit.
- **Target customers**: B2B – established small and medium-sized enterprises (SMEs) in Australia with $1M–$10M annual revenue, as well as brokers and suppliers who serve those businesses.
- **Mission or purpose statement**: “We’re for growing business” – Shift aims to provide financial certainty so businesses can operate and grow with ease, flexibility, and control.

## Products & Services
- **BusinessOverdraft**: A working capital product that links to a business transaction account, allowing on-demand fund transfers for cash flow management.
- **Equipment Line**: A single account to pay for equipment and fitout purchases (new or second-hand) in instalments.
- **AssetFinance**: Financing for purchasing business assets (equipment, vehicles, machinery) without paying the full cost upfront.
- **Trade Account**: A trade credit product that lets businesses pay invoices for materials, stock, and services with flexible repayment terms.
- **Shift Trade (Supplier side)**: A platform for suppliers to minimise credit and payment risk, optimise order management, and grow sales.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total funding of approximately **USD $789.5M** across 9 rounds (including debt financing). Annual revenue estimated at **USD $400M** (source: LinkedIn company data).
- **Notable Investors/Partners**: Peak XV Partners (lead investor in Series C and Series D), plus other institutional debt and equity investors. The company has also been recognised by the Commercial & Asset Finance Brokers Association of Australia (CAFBA), winning Fintech of the Year four consecutive years (2020–2023).
- **Growth Signals**: 
  - Has supported **over 30,000 Australian businesses** since founding.
  - 65% of customers have seen a 10%+ increase in compound annual growth rate (CAGR) since 2019.
  - Headcount of ~250–300 employees, with a 2.2% yearly growth rate.
  - Operates in 5 countries (Australia, India, New Zealand, Singapore, Canada).
  - Won KangaNews Australian Innovative Securitisation Deal of the Year 2025 for its A$200 million Shift Overdraft 2025-1 Trust transaction.

## Competitive Advantages
- **Technology-enabled underwriting**: Uses real-time financial data to give businesses visibility of available credit and control over access, reducing lengthy approval processes.
- **End-to-end product suite**: Offers a single platform for working capital, asset finance, and trade credit—covering the full lifecycle of business financial needs.
- **Broker trust**: Voted Fintech of the Year by brokers for four consecutive years, indicating strong partner relationships and market credibility.
- **Securitisation innovation**: The 2025 award for innovative securitisation demonstrates sophisticated funding capabilities that lower cost of capital.

## Strategic Focus
- **Deepening the Australian SME market**: Continuing to grow the customer base of established SMEs and expand product adoption.
- **Product innovation**: Building out the Shift Trade platform for suppliers and enhancing the digital experience for both businesses and brokers.
- **International expansion**: Already operating in 5 countries, with a growing team in India (44 employees) and presence in New Zealand, Singapore, and Canada.
- **Talent and culture**: Investing in a strong engineering and product team (13% of workforce in technical roles) to maintain a technology-led edge.

## Why Work Here
- **Culture**: Values include “We solve problems,” “We deliver value,” “We are straightforward,” “Time is precious,” and “Shared success, shared learnings.” The company emphasises no fiefdoms, no politics, no egos—a single-team mentality.
- **Work policy**: “Shift flex” embraces hybrid and remote working, recognising that there’s no one-size-fits-all approach. Some roles are on-site at the North Sydney HQ, while others offer flexibility.
- **Parental leave**: 26 weeks paid leave for the primary carer and 6 weeks for secondary carers, regardless of gender.
- **Office perks**: Premium office space in North Sydney with an in-building café, end-of-trip facilities, and a reflection room. Mix of meeting rooms and booths for collaboration.
- **Compensation**: Competitive salaries and bonus schemes, plus a generous employee referral program.
- **Engineering culture**: The tech stack includes React, .NET, and modern cloud infrastructure. Open roles include Full Stack Engineer, Senior Software Engineer, and Software Engineer (.NET/React.js), indicating a strong focus on building internal platforms.

## Sources
1. [shift.com.au – About Us](https://www.shift.com.au/about-us/)
2. [shift.com.au – Products](https://www.shift.com.au/)
3. [shift.com.au – Careers](https://www.shift.com.au/careers/)
4. [Built In – Shift Profile](https://builtin.com/company/shift-shiftcom)
5. [LinkedIn – Shift Company Page](https://au.linkedin.com/company/shiftfinancialau)

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