Payment Operations Representative / Analyst

ABOUT THE COMPANY

We are proud to be an African Fintech Startup with a global team serving an international audience. By building payment channels and infrastructure, we enable lightning-fast payments to every corner of the African continent.
Our tech is built by world-class engineers from around the world and we are proud to serve all communities, everyone from bustling cities to peaceful villages. It is our privilege to partner with these local communities go on this journey together.

JOB SUMMARY

About Nala:We are on a mission to increase economic opportunity on the African continent and for its diaspora around the world. By creating community-powered financial solutions, we make it easier to make day-to-day payments and do business in an increasingly global Africa.About the role:Your mission is to serve as the frontline advocate, delivering seamless remittance services for our valued customers. Your role is pivotal in maintaining operational integrity and efficiency, ensuring compliance with regulatory standards, and resolving transaction issues promptly.

RESPONSIBILITIES

Manage routine operational tasks to ensure timely processing of remittance transactions.Monitor transaction volumes and address any operational issues promptly.Address delayed or failed transactions promptly.Manage invalid payments and ensure compliance with regulatory requirements.Assist customers with transaction reversals, payment order inquiries, and resolution of transaction-related issues.Maintain high standards of operational accuracy and data integrity.Identify opportunities to streamline operations and improve efficiency.Implement best practices and standard operating procedures (SOPs) for core operations tasks.Work closely with cross-functional teams including Compliance, Finance, and Customer Support to resolve complex issues and achieve operational goals.Must have job requirements 2+ years' experience in operations within the financial services, fin-tech, or remittance industry, with a focus on transaction processing and customer service.Proven experience in operations, preferably within the financial services or remittance industry.Strong understanding and familiarity of regulatory requirements and compliance standards related to remittance operations.Excellent communication skills with the ability to interact effectively with internal teams and external stakeholders.Strong analytical skills and attention to detail, coupled with the ability to handle multiple tasks simultaneously in a fast-paced environment and adapt to evolving business needs.Proactive mindset with a willingness to learn and adapt to evolving industry trends and technologies.Truly enjoy helping to solve problems for our awesome customers.Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.Are motivated to help NALA grow through providing stellar service to our customers.Experience with advanced data analysis tools or techniques to derive insights from transaction data. Ability to manage small projects related to process improvement or operational efficiency initiatives.Previous experience working in a startup environment or familiarity with agile methodologies.

REQUIRED SKILLS

Technical support, Due diligence, Quality management, Compliance, Reporting, Data analysis, Customer support, CRM systems, Database query languages (SQL, others)

REQUIRED EDUCATION

Bachelor's degree