Respond to client requests and provide professional support by email, chat, and phone, ensuring communications are timely, accurate, and properly documented.
Handle enquiries relating to accounts, payments, and platform services.
Process deposits, withdrawals, refunds, settlements, and other client transactions accurately in internal systems, bank platforms, and payment partner systems.
Review and reconcile transactions across the systems used by the company, investigating discrepancies through resolution.
Monitor transactions and escalate unusual activity, potential fraud, disputes, and chargebacks to the appropriate teams.
Perform basic KYC and document verification checks in line with company procedures.
Coordinate with Sales, Risk, Compliance, AML, Finance, Technical, and other teams to resolve client and operational issues.
Liaise with banks and payment providers on transaction and operational matters.
Maintain accurate customer and transaction records, and follow company policies, AML procedures, and applicable requirements.
Prepare reports for management, highlight issues requiring attention, and create step-by-step process guides where needed.
Support process improvements and carry out other operational tasks and projects as required.
Requirements
Experience in payments, financial services, customer operations, or a related role.
Understanding of payment transactions, settlements, reconciliations, and customer support processes.
Strong attention to detail and the ability to investigate and resolve issues accurately.
Clear written and verbal communication skills in English.
Ability to manage competing requests, work across teams, and escalate issues promptly.
A responsible approach to handling sensitive customer and transaction information.
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