A day in the life of Tonislav Toshev
This month we catch up with Tonislav Toshev, Senior Manager, Issuing & Collections, to talk about his career and life at Paysafe.
Can you tell us a little bit about yourself, and a typical day in your job at Paysafe?
I’ve been with Paysafe for six wonderful years now, and I’m currently leading two highly successful teams: the Global Collections team which operates across multiple divisions – Digital Wallets (DW); Acquiring and USPP, and Issuing Prepaid Risk team that handles all DW fraud and dispute claims management on all Paysafe issuing card programs.
My primary focus is on driving operational transformation, streamlining processes, and implementing efficient strategies that align with Paysafe's strategic objectives.
Outside of work, I'm an avid hiking and mountaineering enthusiast, and I also enjoy reading and spending quality time with my family and friends.
What is Collections and Issuing Risk?
We are a defence team part of the Merchant Risk world. The Collections team closely monitors consumer and merchant accounts that have a negative balance. If we detect such accounts, we immediately conduct a thorough assessment to identify the root cause, and based on our findings, we take all necessary actions to manage and reduce losses. In cases where it is no longer viable to collect the debt, we recommend them as uncollectable items. We support all group functions to ensure consistent response to collection queries from clients and internal stakeholders.
The Issuing Risk team is responsible for the end-to-end dispute management process, including goodwill refunds and chargebacks, on DW programs, but we also oversee the same process on the third-party BIN-sponsored programs. In addition, we assess and recover card related negative balances by raising chargebacks.
What do you love most about your role?
One of the things I love about my role is the dynamic and diverse nature of my work, and the opportunity to interact with so many amazing people daily.
Whether it's my team members or colleagues from different parts of the organisation, I enjoy being able to connect and collaborate with people from all walks of life and backgrounds.
Another aspect of my job that I really appreciate is the chance to work on challenging projects related to our merchant and prepaid solutions. This allows me to constantly push myself to learn new things and expand my knowledge and skills. Overall, I find my role to be rewarding, stimulating, and filled with opportunities for personal and professional growth.
How does your team contribute to Paysafe’s goals and vision in Powering Play, Safely?
Our team is responsible for collecting outstanding payments, managing DW prepaid card fraud and dispute resolution, which plays a vital role in improving cash flow.
We collaborate closely with the wider Risk group to identify and manage potential financial risks and ensure that we stay updated on all prepaid risk rules within the internal risk engine.
As we collect data on payment trends, customer behavior, and other relevant metrics, our team provides valuable insights that can inform strategic planning, guide operational improvements, and help enhance customer satisfaction and retention rates.
Our efforts are geared towards protecting the company's financial health and supporting its growth objective.
What has been the highlight of your career so far?
Great question … while I don't have a specific moment that stands out as the clear highlight of my career, I am grateful for the many opportunities I've had to learn and grow both personally and professionally.
At every step, I have gained valuable experience and learned a great deal from collaborating with talented individuals and taking on challenging projects. I've also had the privilege of mentoring and supporting others in their own career journeys, which has been incredibly rewarding.
I believe that every experience has helped shape me into the person I am today, and I am excited to see what the future holds.