Operations Support at Hello Group

EDUCATION AND EXPERIENCE

• Tertiary qualification in Business Administration, IT, or a related field
• Professional certifications related to payment systems or operations are a plus
• 1-3 years of experience in an operations support or customer service role, ideally within a payments, fintech, or financial services environment
• Familiarity with card payment systems, payment gateways, transaction processing, and payout processes

Duties and Responsibilities

Payments System Support:

• Monitor and manage card payment processing systems to ensure continuous, error-free transactions.
• Troubleshoot payment processing issues and escalate to appropriate teams when necessary.
• Work with payment gateways, processors, and financial institutions to resolve discrepancies or failures in payment systems.

Monitoring:

• Track, verify, and report daily transaction volumes and discrepancies.
• Monitor fraud detection systems and assist in mitigating potential fraud-related issues.
• Oversee and track merchant payouts, ensuring accurate and timely disbursements.
• Monitor the status of payout transactions to ensure they are processed according to the agreed timelines.
• Investigate and resolve any issues related to payout delays or discrepancies.
• Assist in ensuring compliance with relevant payment security standards and regulations.

Operational Process Improvement:

• Identify and recommend improvements to operational workflows and processes.
• Assist in implementing new operational procedures to enhance efficiency and accuracy.
• Collaborate with various teams to develop and refine internal processes related to payment solutions.

System and Software Management:

• Provide day-to-day support for internal tools and software related to payment processing and operations.
• Assist in software updates and ensure that all systems are running smoothly with minimal downtime.
• Help with the integration and testing of new systems or software updates related to payment solutions.