Payment Support Executive - KL

Payments Operations

• Process and verify deposit and withdrawal requests with strong accuracy and turnaround discipline
• Troubleshoot pending or failed deposits and coordinate resolution with relevant teams
• Track and reconcile transactions (deposits, withdrawals, transfers) to resolve mismatches and discrepancies
• Handle client payment enquiries (delays, disputes, required documents) with clear guidance and case ownership

P2P / C2C Settlement Operations

• Monitor P2P/C2C settlement flows to ensure smooth and secure completion
• Review supporting evidence where required and escalate suspicious cases promptly
• PSP Performance & Incident Handling
• Monitor PSP performance (pending rate, success rate, settlement timelines)
• Coordinate escalations and incident resolution with PSPs and internal stakeholders

Risk, Compliance & Reporting

• Monitor transactions for fraud indicators and compliance risks
• Adhere to KYC/AML, data protection standards, and internal SOPs
• Produce reports on payment trends, bottlenecks, and failure patterns
• Support continuous improvements via automation, workflow enhancements, and SOP refinement

Role leveling

Payment Support Executive (1–2+ years)

• Handles daily payment operations and reconciliations independently
• Follows SOPs, documents clearly, and escalates exceptions promptly

Payment Support Senior Executive (3–5+ years)

• Owns complex and escalated cases end-to-end
• Leads PSP escalations, drives root-cause fixes, improves controls, and mentors juniors

What we’re looking for

• Diploma or above in Finance, Business, IT, or related field
• Experience in payment processing / fintech / crypto operations
• Exposure to PSPs, withdrawals, P2P/C2C, or reconciliation preferred
• Knowledge of KYC/AML and fraud prevention is a plus

Nice-to-have

• Strong analytical and reconciliation mindset
• Experience with PSP dashboards, back-office or ticketing tools
• Exposure to automation, workflow triggers, UAT, or reporting initiatives