The role of the Payment Operations Representative L1 at NALA is crucial for ensuring the smooth, timely, and reliable processing of remittance transactions, contributing directly to NALA's mission of reducing the cost and increasing the reliability of sending money across borders. NALA prioritizes reducing the cost and increasing reliability for sending money, partnering with governments to acquire licences that enable the building of innovative products and services, unlocking faster, safer, and more affordable cross-border payments.
Your Responsibilities In This Role
- 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
Qualifications and Experience:
- BA/BSc/HND qualification.
- 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.
Skills and Attributes:
- Excellent communication skills with the ability to interact effectively with internal teams and external stakeholders.
- Strong analytical skills and attention to detail.
- 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 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 customers.
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