Payments Operations & Compliance Specialist

Founded in 2015, Expense In set out to make expense management easier and less frustrating, replacing time-consuming, paper-based processes with a smarter, faster solution. As we grew, we introduced new modules like invoice management, carbon reporting, and volunteer expense claims - all designed to save businesses time and hassle.

Today, we help companies in over 50 countries process more than a million expenses every month. In January 2025, we were acquired by Accounts

IQ and are now part of the AIQ Group. Alongside Accounts

IQ, a cloud-based financial management platform, we continue to innovate and scale, helping businesses take control of their finances with smarter, more connected solutions.

The Role

In this wide-ranging role, you will be responsible for monitoring and analysing the payments ecosystem within Expense In, ensuring compliance with regulations and security standards, and supporting customer satisfaction. Your detailed knowledge of the end-to-end process of payments, from customer applications to card issuing and payments, will ensure that you provide a tailored and excellent service. The Payments Specialist will collaborate with internal teams, customers, and third-party partners to ensure efficient and accurate services.

What you'll be doing:

• Working as part of a busy operational team to deliver first-class support to customers and internal stakeholders
• Acting as an escalation point for payment-related queries, including troubleshooting, fraud reporting, failed transactions, refunds, and settlement queries
• Supporting day-to-day payment operations, including daily reconciliations, transaction monitoring, and resolving payment exceptions
• Ensuring card issuing and payment processes remain compliant with financial regulations, industry standards such as PCI DSS, and internal security protocols
• Liaising with internal teams, banking partners, and payment providers to investigate and resolve payment-related issues
• Preparing reports on payment trends, service levels, and operational issues for management review
• Identifying opportunities to improve payment processes, customer experience, and operational best practice
• Maintaining strong product knowledge and creating clear operational documentation and external help materials
• Working with the Product Team to share customer feedback, identify opportunities for improvement, and support user acceptance testing across the Expense In mobile app and web portal.

What you'll need:

• At least 2 years’ experience in payments, fintech, financial services, or a similar operational environment
• Strong understanding of payment systems, financial products, card networks such as Visa or Mastercard, and relevant compliance requirements
• Good technical knowledge, with the confidence to use data, reporting, or data mining tools to investigate issues and identify trends
• Strong analytical and problem-solving skills, particularly when investigating payment exceptions, reconciliation issues, or unusual transaction activity
• Excellent communication and stakeholder management skills, with the ability to work closely with customers, internal teams, banking partners, and payment providers
• Comfortable working in a busy operational environment where priorities can change and issues need to be resolved accurately and efficiently
• Good working knowledge of Microsoft Office applications
• An interest in improving systems, processes, and customer experience, including how business systems can be better connected to improve ways of working
• Awareness of fraud detection or prevention within card issuing or payment operations would be beneficial
• Knowledge of emerging payment technologies, digital banking, or regulatory bodies such as the Financial Conduct Authority, or equivalent, would also be useful.

What's the hiring process?

• An initial video call with our People team to discuss your application
• An online competency-based interview with the hiring manager and the Head of Service Delivery
• A final online interview with the hiring manager and the Head of Service delivery.

When is the Final date to receive applications?

Monday 1st June at 5pm

Why work with us?

AIQ Group is a multi-product SaaS business,…