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Location: North Greenwich + Hybrid Working

Salary: £35,000

With London’s population set to hit the 10 million mark by 2030, keeping them, and the millions more who visit the capital each year, moving will be key if the city is to remain a world-class destination. Our job in Customer Payments is to improve the efficiency of the payment system that enables millions of journeys every day to take place across the London transport network, whilst still maintaining our high level of customer service. We make sure that our customers can make their journeys knowing that they can trust us to always charge them the right fare for their journey and deliver an exceptional standard of customer service.

Our work is diverse and is fundamental to TfL’s financial sustainability, it includes:

• Ensuring we collect TfL’s c.£5bn (pre-Covid) of revenue each year
• Managing, improving and procuring the Revenue Collection Contract that underpins the TfL Revenue Collection system
• Delivering improvements and changes to the way customers pay for their travel e.g. Improving the Oyster ticketing solution and Contactless payments offering
• Managing and developing TfL’s concessionary and free travel schemes
• Providing fares policy advice to the Mayor
• Predicting and monitoring demand trends
• Minimising revenue loss through active monitoring and mitigation of fraud and chargebacks

We are currently recruiting a Payments analyst to review data with the aim of identifying fraudulent behaviour and taking appropriate action to reduce losses and prevent revenue leakage. You will also be responsible for the management of chargebacks associated with card payments across applicable TfL areas, whilst also providing reporting and analysis to the Systems Assurance and Risk Manager.

Key Accountabilities

• Respond to requests for information / chargebacks received from merchant acquirers
• Maintain and update the records relating to requests for information/chargebacks and analysing the effectiveness of defending requests for information/chargebacks.
• Manage Payment Gateway usage, including user account set-up, performance calls and service reviews
• Manage the Fraud mitigation service and configuration for online payment gateways, including the effectiveness of the fraud parameters, amending the rules as required, responding to queries related to these rules via the management of investigations mailbox.
• Support fraud investigations when necessary, attending court hearing as part of proceedings where required
• Support the risk management processes in reviewing risks, identifying controls, assessing their design and operating effectiveness to maintain an effective control environment
• Managing the bad debt dashboard
• Run daily reports using Power BI and other reporting tools/solutions to identify potential fraudulent transactions
• Update daily revenue controls dashboards & related historical information. Review, investigate and resolve any anomalies identified and update stakeholders
• Ensure that the revenue controls dashboards incorporates all the latest updates, and all key metrics & KPI's are captured
• Ensure accurate & complete preparation of reconciliation, analysis, and control reports; investigate, track & resolve issues providing updates and outcomes to stakeholders.
• Provide insightful analysis to inform business decisions and support system changes. Support efficient & manageable updates to reports, applying macros & automated SQL scripts where appropriate.
• Write suitable SQL scripts to drill down into anomalies to aid investigation where required.
• Assist with all internal & external audits as required to ensure that TfL meets its business and contractual obligations.

Skills, Knowledge & Experience

Skills:

• Excellent analytical and problem-solving skills (using appropriate software e.g. MS Office, MS Excel, VBA ) in dealing with large volumes of data with the ability to interpret the data and present it in a way the target audience can understand (E)
• Ability to write SQL queries (D)
• Proficient in the use of online payment fraud prevention software (D)
• Good communication and prioritising skills (E)
• Proficient use of Power BI (D)

Knowledge:

• Knowledge of payments industry, payment card fraud risks, transaction processes and fraud risk management.(E)
• Knowledge of chargeback processing, understanding of the liability shifts and the requirements for successfully defending the chargebacks (E)
• Knowledge of the TfL/NR network in London, and the interrelationships between travel modes and Operators (D)
• Knowledge and experience in analysing and providing assurance on the integrity of large datasets (D)

Experience:

• Proven experience of analysing & assessing data and presenting conclusions (E)
• Experience in working with complex systems and complex data sets (E)
• Experience of working on fraud and supporting assurance relating to the completeness and accuracy of high-volume transaction processing systems (E)
• Experience of managing chargebacks (E)
• Experience of working on Payment Service Providers’ portals and fraud engines (E)
• Experience in risk, control and assurance related activities (D)

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

The closing date for applications is at 23:59 on Sunday 26th March 2023

Please apply using your CV and a two page covering letter. PDF format preferred and do not include any photographs or images

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.

We may close this advert early if we receive a high volume of suitable applications.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel