Payment Operations Analyst

**About us**:
Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. We don't do memecoins.Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

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**The role in a nutshell**:
We are looking for a Payment Operations Analyst that continually enjoys looking for ways to improve how the team does things, in the most efficient way possible whilst advocating best practices. You'll join the Payment Operations team which contributes hugely to the company's performance by ensuring Luno's customers have a seamless and effective experience.

In your first six months, you will:

- Be able to complete all basic daily operational tasks pertaining to the payments function that contributes to a seamless customer experience and uninterrupted operational flow (customer withdrawals, reconciliation, refunds processing, resolving technical issues, etc.)
- Assist with customer support queries of a technical nature as well as refunds where necessary
- Investigate and resolve queries with external banks and payment providers where necessary
- Collaborate with other teams on reports and requirements for regulatory bodies.

**Your mission will be**:

- Supporting day to day operations related to customer payments and payment gateways, including the loading and releasing of payments
- Working with the engineering, customer success and operations teams to identify operational areas of improvement and create and monitor new processes to keep teams as efficient as possible
- Perform bank and payment provider reconciliations and investigate any issues that are identified
- Implementing and executing processes related to internal audits, quality control, compliance and training
- Assisting with the planning and execution of payment operations for new country launches in the Asia-Pacific region

**A little about you**:

- Curious and passionate about future of crypto
- High attention to detail
- Obsessed with creating efficient processes and ensuring things get done
- Strong sense of responsibility and a high level of integrity
- Applies critical judgement and creative thinking to identify problems and implement solutions
- Proficient in Microsoft Excel and experience with bank reconciliations
- Proficient in English and Bahasa Malaysia, well articulated verbally and in written form
- Excellent interpersonal and communication skills, a strong team player and able to work with remote teams
- Strong analytical skills with an understanding of the payment metrics. Previous experience is preferred but not limited to the same data analytical tools
- Understand the banking environment and terms used in order to effectively engage with external banking partners / payment providers
- Malaysian citizen/resident, or valid permit to work in Malaysia
- A relevant University degree from a reputable tertiary institution, Finance field is preferred
- 2-4 years of work experience preferred in Finance or E-Commerce or Payment Gateways

**Life at Luno**:

- Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
- Remote but reachable work policy gives you the freedom to choose between working from home or the office.
- Improve body and mind, with excellent private medical insurance.
- Access to Learnably and our additional learning platforms for your personal and professional development.
- Generous maternity / paternity and even paw-ternity for your furry friend.
- Annual Inspiration Day in addition to your annual leave which increases based on your length of service Plus the option to buy and sell leave.
- A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts.
- Free lunch and snacks.
- 0 fees with Luno from the day you start.*
- _Offer only available on Luno Instant Buy, not Luno Exchange_