Process Management - MGR

Payment Investigation Officer

Roles and Responsibilities

• Provide first point of contact support to ensure all queries from both internal and external clients are responded to in a timely and professional manner.
• Investigate payment messages that have issues within the payment process and ensure all investigations are monitored, followed up, and resolved.
• Process and perform verification for investigation cases with high accuracy and with minimal supervision.
• Support the timely and accurate completion of business processes and procedures according to Service Level Agreement (SLA) requirements.
• Ensure quick action/resolution in managing both internal and external customers’ queries, feedback, and complaints.
• Monitor system availability & elevate to management promptly whenever required to prevent payment service timelines from being impacted.
• Participate in UAT/Projects as and when required.
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