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ePayments Systems Limited
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Complaints Handling Specialist

Vilnius - ePayments Systems Limited

Job description

The Company

ePayments was founded with one clear mission - to provide payments relief for SMEs, Affiliates and Freelancers. With a focus on cross border payments we have built an ecosystem of customers and partners that underpin what we think is a true alternative to traditional banking.

As a fully authorised Electronic Money institution in the UK, by the Financial Conduct Authority, and a principal member of MasterCard, you’d expect high standards; but for us the bar can always be raised. We continually evolve to reflect the regulatory landscape and our customers’ requirements. All of our people play a part in making this happen. It truly is One Team here and our culture provides the freedom for everyone to innovate and achieve the very best result!

  • Handling clients’ complaints: analysis of complaint cases from different departments (customer support, onboarding, antifraud, financial operations), decision making whether a complaint needs to be registered or not.
  • Communication with clients and other departments in order to clarify what happened and find the best decision for the client.
  • Preparation of official responses to the client in accordance with the complaints handling process and within the timeframes.
  • Preparation of reports
  • Updating the complaints log
  • Day-to-day communication with Chief compliance officer and Compliance monitoring officer regarding complaints handling


  • Previous complaints handling experience
  • Customer service experience
  • Experienced PC user
  • English level native or advanced (C1) both spoken and written

Preferable, but not required:
  • Customer service experience in a financial organization
  • Previous complaints handling experience in a financial organization (preferably in a regulated company)
  • Knowledge about financial operations, antifraud and onboarding processes

We offer

  • Competitive salary
  • Additional health insurance
  • Unique experience being part of an exciting and growing international company
  • Cozy working environment in Technopolis Alfa Vilnius
  • Parking space for your car
ePayments Systems Limited

ePayments Systems Limited

ePayments is an international payment provider that takes the hassle out of sending and receiving money across international borders. We make it simple to pay your employees and suppliers and accept payments directly from your marketplaces and clients – whichever country they are based in.

Our state-of-the-art payment system has been developed with the modern business in mind. By simplifying the payments process we make it easy and secure for local businesses and freelancers to operate in international markets.

Since 2011 ePayments has grown to around 200 employees and provide payment services for over half a million freelance clients and 1,000 companies.