SMC and Payment Complaints Specialist

1-3 Years

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Early Applicant

Job Description

Job Description

Handle payment complaints and ensure timely resolution.
Communicate effectively with billers and banks, including handling and following up on their requests and inquiries.
Manage and resolve emerging disputes.
Handle internal technical issues in coordination with the support team.
Prepare daily, weekly, and monthly reports for all payment complaints and dispute analysis.
Investigate and report production issues.
Manage daily ad-hoc tasks as requested.
Propose solutions to overcome quality issues and improve processes.
Monitor system behaviors versus expected outcomes and identify discrepancies.
Handle service complaints from internal teams, external partners, and end customers.
Identify areas for improvement and recommend enhancements.
Coordinate between external entities and internal support teams.
Conduct root-cause investigations for identified issues.

Job Requirements

Bachelor's degree in Business, Finance, IT, or related field.
13 years of experience in fintech operations, preferably in bill payment models.
Proficiency in Excel (pivot tables, formulas, data analysis).
Excellent communication and problem-solving skills.
Strong attention to detail, ownership, and accountability.
Ability to handle sensitive and confidential information with discretion.