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Payment’s investigation and escalation officer

Cluj-Napoca, Romania

Job Type:



Full Time

Overview: We are on an exciting journey towards the next frontiers of payment technology, and

we are looking for a Payment Investigation and Escalation Officer to join our team, we are

looking for someone with passion, a can-do attitude and a hunger to learn and grow. Here you’ll

work with ambitious colleagues in the office and abroad, and take on unique challenges as a

team. With an empowering culture, strong technology and extensive training opportunities, we

help you accelerate your career.

Role and Responsibilities:

• Payment investigation and Payment provider's performance daily

• Transaction monitoring and identifying the reasons for declines.

• Replying and resolving the tickets raised by the support team

• Searching, locating and tracking transactions in various provider dashboards

• Handling the different queries that are raised by the front-line support team through Jira,

Skype and other platforms

• Identifying the root cause of a transaction error and escalating it to the proper


• communicating with multiple payment providers and providing updates to the front-line

support and the VIP team

• Prioritizing queries and providing updates to VIPs relating to transactions

• Providing KYC and explanation to the payment providers in the cases of chargebacks.

• Withdrawal approval in PaymentIQ

• Payments testing

Minimum Qualifications

• Bachelor's degree

• Minimum of 1 year of work experience in the Payments Industry, Banking or payment-

related company internationally

• Preferably, the candidate must have payment experience in a high-risk industry, but it is

not a mandatory requirement

Skills And Competencies

• Fluent in written and spoken English

• Ability to prioritise and manage competing deadlines

• Able to work in a highly controlled environment

• Team player and able to work independently

• Highly motivated self-starter thriving in a fast-paced environment

• Good working knowledge of Microsoft Office applications (mainly Excel, Word, Slack)

• Knowledge of e-banking applications and payment systems is a plus

Perks & Benefits

• Daily lunch offered by the company

• Private medical services

• 21 vacation days/year

• Referral bonuses for new hires recommended by you

• Access to online courses.

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