Operations Associate

About the role

The Operations Associate ensures smooth transaction processing, partner support, and high customer satisfaction within the company’s payment ecosystem. Reporting to the Operations Supervisor, the role involves monitoring transactions, handling payouts, and coordinating with internal and external stakeholders.

Key responsibilities

• Investigate transaction failures and follow up with customers.
• Monitor all transactions to reach a final status (Paid/Declined) within 30 days.
• Track cash payout transactions, ensure collection within 15 days, or trigger refunds.
• Investigate payout partner delays and resolve issues promptly.
• Process manual payouts, adjustments, reversals, and verify wallet top‑ups and withdrawals under GBP 500.
• Process refunds back to the customer’s original payment method securely.
• Escalate pre‑funding issues to Finance and share partner updates with internal teams.
• Log and escalate system or technical issues to IT via PSI levels.
• Provide supporting evidence for chargeback cases and create/close Agent/Teller accounts.
• Coordinate ordering, setup, and configuration of POS devices.

Required profile

• Strong attention to detail and high sense of accountability.
• Excellent communication and follow‑up skills.
• Ability to work efficiently under pressure and meet deadlines.
• Problem‑solving mindset and willingness to learn new systems.
• Previous experience in financial services, remittances or operations is an advantage.

Required skills