Payment Escalations Agent

About the role

The Payment Escalations Agent joins the Customer Care team to investigate, verify, and resolve escalated payment and refund cases. Working at the intersection of customer support, payment systems, and external partners, the role ensures refunds are processed accurately, compliantly, and within service‑level targets.

Key responsibilities

• Receive, review, and manage escalated payment cases, prioritising by urgency and complexity.
• Verify customer identity, account ownership, and transaction history before any refund or correction.
• Assess refund requests against company policies, approval thresholds, and compliance requirements.
• Process approved refunds through internal systems and coordinate with mobile‑money providers and other payment partners.
• Identify and investigate suspicious activity, duplicate claims, or potential fraud, escalating high‑risk cases as needed.
• Maintain complete, audit‑ready records for all escalated cases and ensure timely updates to stakeholders.

Required profile

• Strong attention to detail and ability to follow verification and compliance procedures.
• Experience handling payment or refund operations, preferably in a customer‑care environment.
• Good analytical skills to detect irregularities and assess risk.
• Effective communication skills for coordinating with internal teams and external partners.

Required skills