Payment Escalations Agent

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A PAYMENT ESCALATIONS AGENT TO JOIN OUR CUSTOMER CARE GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] JOB PURPOSE The Payment Escalations Agent is responsible for investigating, verifying, and resolving escalated payment and refund-related cases within agreed service levels. The role serves as a key control point between Customer Care, payment systems, and external payment partners, ensuring all refund requests are accurately validated, compliant with company policies, and processed correctly. The position plays a critical role in safeguarding financial controls, maintaining customer trust, and ensuring a seamless resolution experience for customers while supporting operational efficiency and risk management. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] KEY RESPONSIBILITIES 1. Payment Escalation & Case Management - Receive, review, and manage escalated payment-related cases referred by frontline teams and Team Leaders. - Prioritise cases based on urgency, complexity, and service-level requirements. - Ensure all cases are tracked from receipt through to final resolution within agreed turnaround times. - Maintain clear communication and updates on case progress where required. 2. Customer Verification & Transaction Validation - Verify customer identity, account ownership, and transaction history before initiating any refund or payment correction. - Review payment records across internal systems to confirm transaction validity and eligibility. - Ensure all verification procedures are completed accurately and in accordance with company policies. - Escalate cases where verification requirements cannot be fully met. 3. Refund Processing & Compliance - Review refund requests against company refund policies, approval thresholds, and compliance requirements. - Confirm that all supporting documentation and approvals are in place before processing refunds. - Process approved refunds accurately through the relevant payment channels and systems. - Ensure refund transactions are completed with a high level of accuracy and minimal operational risk. 4. Payment Operations & Partner Coordination - Coordinate refund execution through internal payment systems and external payment partners. - Liaise with mobile money providers and payment partners to resolve transaction failures, delays, or reconciliation issues. - Follow up on pending transactions and ensure timely completion of customer refunds. - Support resolution of payment-related operational issues affecting customer experience. 5. Fraud Detection & Risk Management Identify suspicious activity, duplicate claims, unusual transaction patterns, or potential fraud indicators. Conduct detailed investigations and gather supporting evidence for high-risk cases. Escalate suspicious or potentially fraudulent cases to the Team Leader in line with established procedures. Support adherence to financial controls, compliance requirements, and risk management standards. 6. Documentation & Record Management - Maintain complete, accurate, and audit-ready records for all escalated cases. - Document verification activities, decisions, approvals, transaction details, and case outcomes. - Ensure compliance with data privacy, record retention, and financial governance requirements. - Support internal audits and investigations by providing accurate case documentation when required. 7. Reporting & Continuous Improvement - Monitor personal performance metrics including resolution times, accuracy, and case volumes. - Identify recurring payment issues, process gaps, and operational trends. - Escalate systemic challenge