Customer Support - Chat and Email

We are hiring a Payment Escalations executive with expertise in managing and resolving payment related issues, overseeing failure payments, and ensuring efficient assignment tracking. This role involves leading a team, investigating complex payment discrepancies, and collaborating with internal and external stakeholders to drive timely resolutions.

Key Responsibilities

• Manage and resolve payment escalations, ensuring timely resolution of disputes and transaction discrepancies.
• Oversee failure payments, including trace & recalls, outgoing/incoming returns, and inbound payment discrepancies.
• Monitor and assign cases across payment investigation workflows, ensuring efficient tracking and resolution.
• Coordinate with financial institutions, payment processors, and internal teams to resolve escalated payment issues.
• Ensure compliance with global financial regulations and internal SLA-driven workflows.
• Analyze failure payment trends and recommend process improvements to enhance efficiency.
• Provide training and mentorship to junior analysts, ensuring best practices in payment dispute resolution.
• Maintain high accuracy in documentation and reporting, adhering to regulatory standards.

Requirements

• Bachelor's degree in Finance, Accounting, or a related field.
• 4- 8 years in payment investigations, reconciliation, or financial operations, with leadership experience.
• Proficiency in payment tracking tools, financial compliance platforms, and reconciliation software.
• Strong analytical mindset, leadership abilities, and effective communication skills.
• Experience in high-value payment investigations, risk assessment, and fraud detection within multiple payment schemes.