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Payments Support Assistant

Chester, England, United KingdomOperations

Job description

Payments Support Assistant

About us
Over the last 15 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for a Payments Support Assistant to join our team.

With our headquarters in London and Chester, the Equals Group comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

As a business, we seek to hire talent that ensures different views and backgrounds are represented within the Group and actively encourage individuals with diverse backgrounds and experience to apply.

About the role

As a Payments Support Assistant at Equals Group, you will be working as part of a dedicated team to help support the international payment services that we provide to our customers. The role will primarily involve performing two-factor call back checks to our international payment’s customers, ensuring their payment requests are genuine, verifying the emailed instructions and then actioning such requests.

About you

We believe that certain skills are essential in order to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable, we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.


  • Performing call backs with our customers to verify payment details and requests
  • Adding/removing/editing beneficiary details on our order management system
  • (If required) supporting the payments team with general duties such as
    • Bank reconciliations
    • Allocating customers funds to order
    • Reviewing unpaid transactions

Essential Skills

  • Excellent telephone manner
  • Attention to detail
  • Good organisational and time management skills
  • Good communication and interpersonal skills
  • Numeracy and literacy skills
  • Practical experience of MS Office (Word, Excel and Outlook)

Desirable Skills

  • Previous relevant experience in a financial services or customer services environment

Our investment in you
We welcome people into the Equals group and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

When you join the Equals Group, we aim to help you to get more out of your career. We will also offer you the following benefits;


  • A competitive salary benchmarked against a peer group.
  • 25 days holiday per year + your birthday off
  • Opportunities for progression, development and learning new skills.
  • Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
  • Interbank currency rates on travel money and international transfers.
  • We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.

Job requirements

  • Excellent telephone manner
  • Attention to detail
  • Good organisational and time management skills
  • Good communication and interpersonal skills
  • Numeracy and literacy skills
  • Practical experience of MS Office (Word, Excel and Outlook)