Resolution Officer at Pesa

• We are making cross-border payments simple, fast & reliable for individuals and businesses across emerging markets; providing tools that power economic freedom. We are on a mission to localize the global money transfer experience and our customers are at the heart of this mission.
• Currently seeking to hire an exceptional Resolution Officer who will be responsible for ensuring that transactions keep moving. The role proactively monitors queues and provider balances, intervenes on failed or stuck transactions, escalates issues within SLA, switches providers where necessary, and ensures every transaction requiring action is followed through to resolution.

Here's how you'll be contributing

• Monitor all transaction queues continuously and take appropriate action on transactions requiring intervention.
• Review transaction queues and escalate failures/issues to the providers.
• Monitor provider wallet balances and ensure sufficient funds are available for customer payouts, where applicable to the Treasury.
• Re-query, retry or reverse transactions based on the applicable failure or transaction status.
• Work closely with Treasury, Engineering and payment provider partners to resolve transaction issues.
• Track and follow up on escalated transactions until resolution.
• Ensure failed transactions are reversed promptly and accurately to the source account.
• Maintain accurate records of monitoring activities, retries, reversals, escalations and resolutions.
• Handle all escalated cases assigned to Resolution team by CS specialists
• Ensure all activities comply with defined SLAs, operational procedures and audit requirements.
• Provide timely updates and transaction status information to the Customer Solution team where customer communication is required.
• Identify recurring transaction or provider issues and escalate them for appropriate intervention.
• Proactively monitor transactions and flag high impact service failure identified promptly,
• Escalate any downtime and manage incident response and resolution,
• Follow up with third party providers until issue is resolved.