Join the Payments APAC Access Support team and help clients resolve payments issues with speed and confidence. You will own complex cases end-to-end and work closely with operations, product, and technology teams to drive lasting fixes. This role offers clear leadership runway for an Associate who can influence, coach others, and take on broader responsibility over time.
As a Client Service Associate in the APAC Access Support team, you will lead investigations for payments platform and transaction issues from triage to closure, with strong documentation and controls. You will coordinate across partner teams to resolve escalations, reduce repeat issues, and improve service performance using approved digital and AI-enabled tools. You will also support team capability through coaching, prioritisation support during peak periods, and taking on stretch responsibilities as part of leadership development.
Job responsibilities
- Support clients and internal teams on payments platform and transaction issues, owning complex cases end-to-end.
- Troubleshoot issues across access, entitlements, configuration, connectivity, and file transmission, driving timely resolution.
- Coordinate cross-team escalations and dependencies, providing clear updates and managing client expectations.
- Maintain audit-ready evidence and case notes, applying strong risk and control discipline in daily work.
- Identify recurring issues and drive root-cause fixes that reduce repeat breaks and manual effort.
- Support process and technology changes, including user testing and readiness activities when needed.
- Use approved digital, automation, and AI-enabled tools to improve investigations, reporting, and workflows.
- Coach newer colleagues and support cross-training by sharing technical knowledge and best practices.
- Take on stretch assignments and delegated senior responsibilities to build readiness for future people leadership.
Required qualifications, capabilities, and skills
- Bachelor’s degree or equivalent.
- Minimum 5 years of experience in payments client service, operations support, product support, or service desk roles in financial services.
- Strong understanding of payments products and end-to-end operating flows.
- Strong client-first mindset, with experience handling escalations and managing expectations professionally.
- Strong stakeholder management skills, able to influence across teams and drive closure without formal authority.
- Strong ownership and judgement, able to prioritise competing demands and deliver under pressure.
- Strong analytical problem-solving skills, including structured root-cause analysis.
- Strong digital skills, with confidence adopting new tools; familiarity with AI-enabled tools is expected.
- Demonstrated leadership potential and ability to coach junior team members, aspire to take on leadership responsibilities
- Proficiency in Microsoft Office, including Excel, Word, and Outlook.
Preferred qualifications, capabilities, and skills
- Experience supporting payments platforms, file connectivity, or transaction investigations.
- Familiarity with tools such as Alteryx, UiPath, or Tableau.
- Experience contributing to process improvement, knowledge management, or change delivery.