What you'll be getting up to: 

• We are seeking a meticulous and proactive Payments Associate to join our dynamic 24/7 operations team. Whether assigned to manage Deposits, Withdrawals or handle Payments Escalations, the Payments Associate will play a critical role in ensuring the accuracy, efficiency, and security of all transactions within our round-the-clock operations.
• The Payments Associate will work closely with the Manager, Payments Relationship Managers, and other key team members to facilitate payments for clients across multiple jurisdictions. This role is essential in delivering exceptional service, adhering to strict Service Level Agreements (SLAs), and ensuring maximum customer satisfaction.
• The number of rest days per week will be determined in accordance with applicable local labor laws.

KEY RESPONSIBILITIES

Transaction Processing:

• Accurately and timely process deposit and/or withdrawal transactions, ensuring all requirements are met and procedures followed
• Audit transactions to identify any irregularities or potential fraud. Take necessary actions to mitigate risks, escalate issues to relevant departments, and ensure proper follow-through.
• Check the payment request details and back-end systems to verify all deposits and/or withdrawal claims, ensuring all transactions are appropriately documented.

Issue Escalation and Resolution:

• Coordinate with other departments and payment partners to escalate account issues and ensure swift resolution of payment-related concerns
• Escalate any IT or PC issues encountered during your shift to Level 2 support and keep your Senior/Shift Leader informed of any transactions that require further verification.
• Provide updates on any irregular transactions handled to seniors or shift leaders promptly.

Operational Efficiency:

• Analyze and evaluate current operational procedures and recommend and implement improvements to enhance quality and efficiency
• Manage audit remediation efforts by establishing necessary controls and securing appropriate approvals
• Use creative problem-solving and logical thinking to address highly complex scenarios and contribute to team efforts by achieving related results as needed

Communication and Collaboration:

• Multi-task across chat, email, and other communication platforms to address payment-related issues efficiently
• Maintain open communication with your team and other departments to ensure smooth and coordinated operations
• Work effectively in a rapidly changing environment where priorities may shift immediately, demonstrating adaptability and resilience

Additional Duties:

• Perform other duties as assigned by the Head of Operations to support the overall goals of the payment operations team.
• Stay proactive in seeking opportunities to learn and improve, welcoming feedback and embracing challenges as opportunities for growth.

JOB QUALIFICATIONS

• A college bachelor’s degree is required. Relevant degree preferred, such as in Healthcare, Auditing, Accounting, Education, Business, Finance, Associate, Business/Administration, Pharmacy, or Economics
• Fresh graduates are welcome to apply
• Strong English communication and interpersonal skills
• Proficiency in Google Docs and Microsoft Office is essential
• Positive attitude towards work and a proactive approach to problem-solving
• Ability to meet deadlines and manage time effectively in a fast-paced environment
• Strong organizational skills, with the ability to prioritize tasks and manage multiple responsibilities
• Highly motivated and able to act independently without direct supervision
• Creative problem-solving skills, with the ability to work across the organization to resolve issues
• Punctuality and willingness to work on holidays and rest days and render overtime if needed
• Reliable, trustworthy, and keen on details
• Team player with versatility and an organized approach to work

SKILLS & COMPETENCIES

• Business Awareness: Understands the company’s operations and objectives
• Analytical Skills: Strong problem-solving abilities
• Quick Thinking: Ability to learn and adapt quickly
• Teamwork: Works effectively within a team
• Communication: Clear and effective communication skills
• Self-Confidence: Resilience and good judgment in decision-making

MINDSET COMPETENCIES

• Embrace Challenges: Welcomes and tackles challenges head-on
• Growth Mindset: Understands that effort is essential to building new skills
• Desire to Learn: Continuously seeks to improve and acquire new knowledge
• Feedback-oriented: Welcomes constructive feedback and uses it for personal & professional growth
• Resilience: Sees failure as an opportunity to learn and improve