Payment Operations Excellence
• Own the operational performance of the payment lifecycle including funding (AR), disbursement (AP), settlement, reconciliation, chargebacks, returns, and exception handling
• Review and resolve high volumes of payment processing tasks quickly and accurately while ensuring operational accuracy and compliance.
• Improve transaction success rates and reduce friction in buyer and seller funding flows.
• Analyze and resolve a range of payment processing issues, from simple inquiries to complex transaction exceptions.
• Implement and recommend operational controls that scale with transaction volume while maintaining regulatory integrity.
• Assist in developing and monitoring operational SLAs and payment performance dashboards.
Customer & Transaction Support
• Contact customers as needed to provide updates on their payments while delivering excellent customer support.
• Clearly explain payment processes, transaction statuses, and resolutions to users.
• Provide timely assistance for payment-related issues including funding failures, payout delays, reconciliation questions, and transaction disputes.
Banking & Payment Partner Coordination
• Coordinate with internal teams and external banking partners to resolve payment concerns and transaction issues.
• Support the management of relationships with payment processors, payout providers, card networks, and alternative payment method providers.
• Assist in evaluating and supporting the onboarding of new payment methods to increase geographic coverage and payment success rates.
• Help ensure redundancy and reliability across payment corridors and providers.
Regulatory & Compliance Alignment
• Partner with Compliance and Legal teams to support adherence to global regulatory frameworks including AML, KYC, and transaction traceability requirements.
• Ensure payment operations follow applicable regulatory and scheme compliance standards.
• Assist with operational audits, reporting requirements, and payment partner compliance processes.
Risk, Fraud & Chargeback Support
• Collaborate with Risk teams to monitor fraud signals and reduce payment-related losses.
• Assist in managing chargeback cases and dispute resolution processes.
• Support policies that balance strong transaction approval rates with appropriate risk controls.
Payment Product & Process Improvements
• Partner with Product and Engineering teams by providing operational feedback on payment features and infrastructure.
• Contribute insights that improve funding methods, payout efficiency, and cross-border payment performance.
• Recommend improvements to enhance daily payment operations and overall user payment experience.
• Exceptional English communication skills, both written and verbal.
• Ability to explain complex payment processes clearly and concisely.
• Strong analytical and problem-solving skills with a high level of attention to detail.
• Self-starter who is process-driven and capable of managing high volumes of transactional work.
• Strong customer service mindset with the ability to support users in payment-related inquiries.
• Ability to coordinate effectively with internal teams and external banking partners across global offices.
• Must be flexible to work graveyard shifts, rotating schedules, weekends, overtime (as needed), and some holidays.
• Familiarity with banking and payment processes such as ACH, wire transfers, card payments, or checks.
Preferred Qualifications
• 1-3 years of experience in payments, fintech, banking, or regulated financial services.
• Minimum 1 year of accounting exposure with practical understanding of ledgers (Dr./Cr.).
• Experience managing or supporting full-cycle AP/AR workflows involving multi-party settlements or milestone-based payments.
• Experience working in regulated environments involving client money or safeguarded funds.
• Exposure to managing risk profiles for high-value transactions (e.g., marketplaces, real estate, escrow services).
• Experience working in escrow, marketplace platforms, or trust-based financial products.
• Experience in multi-currency or cross-border payment environments.