Payments Officer - Maternity Cover

Role Overview

In this payments operations role, you will manage the full lifecycle of client deposits and withdrawals across a wide range of payment channels, from banks and e-wallets to cards and exchange houses. You will be the frontline for transaction accuracy, fraud prevention, and client support, ensuring that funds move securely and that any issues are resolved quickly. Your attention to detail directly protects both client assets and the company’s reputation for reliability.

Key Responsibilities

• Process and oversee incoming deposits and outgoing withdrawal requests via banks, e-banking services, e-wallets, card networks, and exchange houses.
• Manage indemnification requests and urgent credits that protect client margin, after obtaining the necessary approvals.
• Act as a primary contact for internal teams and clients on payment-related questions, account transactions, and step-by-step guidance on using the client portal for deposits, withdrawals, and internal transfers.
• Handle client complaints with professionalism, investigating issues, coordinating with relevant departments or payment service providers, and escalating as needed to ensure full resolution.
• Prepare and review daily payment reconciliation reports across internal systems to detect and prevent discrepancies or misappropriation.
• Carry out compliance, risk, and fraud checks, including identity verification and anti-money-laundering (AML) screening, and handle all confidential information in accordance with data protection regulations.
• Log technical problems and drive them to resolution; create thorough shift handovers covering withdrawal batches, open tickets, and pending items for the next team, while assisting with team workload.
• Provide support to senior staff and management on ad-hoc queries, reports, and investigations, and follow up with banks and PSPs on missing payments or related issues.

Requirements & Qualifications

• Bachelor’s degree in a business-related field.
• ACCA or CPA qualification is an added advantage.
• At least 3 years of experience in finance, accounting, banking, or customer service.
• Fluency in both Swahili and English (spoken and written) is essential.
• Strong analytical and problem-solving skills, with excellent attention to detail.
• Proficiency in Microsoft Office, especially Excel formulas, and general computer literacy.
• Ability to work independently with minimal supervision and adapt to a fast-paced, changing environment.
• Excellent interpersonal and communication skills, with the ability to discuss complex issues clearly.
• Capacity to multitask, prioritise, and meet deadlines under pressure.
• FX and trading knowledge is an advantage.
• Discretion when handling sensitive information, in line with data protection principles.
• Team player who can collaborate across multiple parties and quickly learn new payment products and methods.

What We Offer / Why Join

• Competitive salary package.
• Medical insurance coverage for employees and family members.
• Smart working options.
• Employee wellness initiatives.
• Company lunch in the office.
• Regular company events.
• A friendly workplace culture where each office has its own perks—such as no-tie dress codes, free lunches, charity events, or hybrid work policies—and international collaboration is encouraged.