Cody Leigh Barker

• Supporting merchants and financial institutions with MOTO (Mail Order/Telephone Order) transactions, 3DS (3D Secure), MFA (Multi-Factor Authentication), and AMA (Acquirer Merchant Access).
• Handling sensitive data including Access Codes, Secure Hash Secrets, and authentication passwords, ensuring compliance with Mastercard’s security protocols.
• Working collaboratively with technical and banking teams to identify root causes and provide timely resolutions to issues impacting card transactions or system access.
• Leveraging strong knowledge of over 16 credit card types across 7+ banks in Australia and New Zealand, ensuring detailed and informed responses to client queries and escalations.
• Delivering high-quality customer support while maintaining strict adherence to SLAs and Mastercard compliance standards.

• Comply with company protocols on fraud prevention, AML, identity verification, and client data security.
• Process new applications, including Pension Scheme Returns, Self-Assessment and VAT Returns, and initial HMRC registrations.
• Handle payment requests (property expenses, adviser fees) and process client/adviser instructions promptly and accurately.
• Reconcile pension scheme bank transactions, maintain records of property transactions and employer-related loans.
• Manage standard, quoted, and non-standard investments, new benefit requests (Flexi-access), pension reviews (Capped Drawdown), and registrations with the ICO and The Pensions Regulator.
• Arrange loans to associated/unconnected parties, ensuring procedural compliance and credit control.
• Prepare Trust Deeds for changes in Trustees, Employers, and Scheme Rules.
• Process member benefits including Transfers, Retirements, Deaths, Divorce, and Allowance (Lifetime & Annual).

• Manage all incoming calls and emails, prioritise and respond according to company procedures and financial requirements, escalate where appropriate.

• Carry out daily transaction processes, ensuring all payments are accurately processed, recorded, and reconciled. Address any discrepancies or errors in payments and implement corrections when necessary.

• Monitor client payments, cheques, daily cash, and bank transactions. Ensure procedures associated with monitoring client fund transfers are followed.

• Provide higher-level support for transactions that are flagged by the system and escalate to management if a solution is not found.

• Cover all team members’ roles during holidays/sickness, as well as assist with workloads of other departments when required.