JAKE PORTELLI
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Summary
Payments Analyst with hands-on experience supporting high-volume payment operations across Fintech and regulated financial services environments. Strong understanding of the full payments life cycle, including transaction processing, reconciliations, exception management, and settlement controls across multiple payment channels. Comfortable operating in fast paced SLA driven settings whilst maintaining accuracy, compliance, and operational resiliency. Brings a practical, detail-driven approach to payments operations and is seeking a UK-based role within a Fintech, payments service provider, or financial institution offering Skilled Worker visa sponsorship.
Overview
7
7
years of professional experience
13
13
years of post-secondary education
Work history
Payments Analyst
Arringo
Floriana
2022.10 - 2026.02
- Manage end-to-end payment processing across multiple channels in a regulated environment.
- Monitored payment transaction flows to ensure accuracy and timely resolution of issues.
- Trained new recruits on department procedures and software applications, enhancing team productivity.
- Developed effective risk assessment protocols, mitigating potential fraud risks.
- Supported analysis of balance sheets and income statements.
- Collaborated with cross-functional teams to resolve payment discrepancies and enhance customer satisfaction.
- Perform daily, weekly, and month-end reconciliations, resolving discrepancies within defined SLAs.
- Investigate failed, delayed, or rejected payments, liaising with banks and payment service providers.
- Support transaction monitoring and escalate operational or compliance risks where required.
- Produce accurate operational and reconciliation reports for management and audit purposes.
- Contribute to process improvements to strengthen controls and reduce error rates.
General Support Representative
Arringo
Floriana, Il-Furjana
2021.07 - 2022.10
- Resolved customer queries efficiently, ensuring high levels of satisfaction and support.
- Managed multiple communication channels, including phone, email, and chat, to provide timely responses.
- Documented customer interactions meticulously, contributing to the continuous improvement of support processes.
- Developed and maintained knowledge base articles, streamlining information access for both staff and customers.
- Liaised with cross-functional teams to address customer concerns, improving service delivery and response times.
- Secured customer satisfaction by resolving complaints effectively.
- Understood business objectives and adapted sales services to achieve KPIs.
Call Centre Agent - COVID & Vaccine Helpline
Centrecom Ltd
Mosta, Il-Mosta
2020.10 - 2021.05
- Assisted callers by providing accurate information regarding COVID-19 protocols and vaccine availability.
- Documented interactions meticulously, maintaining clear records for reference and quality assurance purposes.
- Collaborated with team members to enhance communication strategies and improve overall response times.
- Managed high call volumes during peak periods, demonstrating resilience and adaptability in a fast-paced environment.
- Participated in training sessions to refine skills and stay updated on evolving COVID-19 guidelines and policies.
- Performed data entry tasks to keep records up-to-date and organised.
- Educated callers on vaccination procedures, addressing concerns and dispelling misinformation effectively.
Call Centre Operator
Vodafone Malta
Luqa
2018.09 - 2020.06
- Assisted customers with inquiries regarding products and services, ensuring satisfaction.
- Resolved issues by employing effective communication skills and problem-solving techniques.
- Collaborated with team members to improve processes and share knowledge for better outcomes.
- Utilised CRM software efficiently for better record keeping.
- Maintained professional conduct during stressful situations for better conflict resolution.
- Conducted outbound calls to potential clients, generating interest in products and services.
- Resolved customer complaints, resulting in increased customer retention.
- Kept updated knowledge of company policies for accurate information relay.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Handled customer queries focused on first-call resolution.
Education
School Leaving Certificate - Secondary Education
Stella Maris College
Gzira 2003.01 - 2014.01
Advanced Diploma in Marketing - Marketing
MCAST: Malta College of Arts, Science and Technology
Paola 2019.10 - 2021.06
Skills
- Payment Processing (Domestic & International)
- Fraud detection
- Compliance understanding
- Customer Service
- Data Entry
- Financial reporting
- Regulatory compliance
- Data analysis
- Database management
- Knowledge of payment gateways
- Risk management familiarity
- Payment systems knowledge
- AML/KYC Awareness & Compliance Collaboration
- Transaction Monitoring & Operational Risk Support
- SLA-Driven, Time-Critical Processing
- Microsoft Excel (Advanced)
- Client Relationship Management
- Product knowledge
- Cultural awareness
- Conflict Resolution
- Project Management
LANGUAGES
Maltese: Native Language
Fluent
English: Proficient
Fluent
Arabic
Fluent
References
References available upon request.
Timeline
Payments Analyst
Arringo
2022.10 - 2026.02
General Support Representative
Arringo
2021.07 - 2022.10
Call Centre Agent - COVID & Vaccine Helpline
Centrecom Ltd
2020.10 - 2021.05
Advanced Diploma in Marketing - Marketing
MCAST: Malta College of Arts, Science and Technology
2019.10 - 2021.06
Call Centre Operator
Vodafone Malta
2018.09 - 2020.06
School Leaving Certificate - Secondary Education
Stella Maris College
2003.01 - 2014.01