Payment Escalations Agent (Rotational Shift)

Job Location - DLF IT Park Porur

Shift Timings - Rotational Shift.

Job Summary:

The Payments Escalations Support Agent plays a vital role in managing and resolving escalated issues from our User Operations teams related to payment interruptions, encompassing both risk and non risk related concerns. The agent will assess, investigate, and resolve escalated matters efficiently, liaising between multiple departments and ensuring user satisfaction and compliance. This role demands a profound understanding of payment processes, problem-solving skills, and a strong user centric approach.

Roles & Responsibilities

Escalation Management and Resolution: Quickly respond to and investigate escalations from User Operations teams related to payment disruptions, ensuring that user satisfaction remains high.

Cross-Department Collaboration: Serve as a key point of contact between User Operations, Risk Management, and other relevant departments to facilitate seamless resolution of escalated issues.

Risk and Compliance Oversight: Assess each escalation to ensure compliance with company standards, identify any potential risks, and implement appropriate mitigation measures as needed.

Accurate Record Keeping: Maintain thorough and precise records of all escalations and their resolutions, supporting analysis and the ongoing enhancement of processes.

User Communication and Assistance: Offer clear, empathetic, and effective communication to users regarding escalated issues, ensuring their concerns are fully addressed and resolved to their satisfaction.

Process Improvement: Continuously monitor escalation trends and provide constructive feedback to help refine processes, preventing recurring issues and improving overall efficiency.

Required Skills -

• Any Qualification

• Excellent problem-solving and decision-making skills.

• Strong interpersonal and communication skills.
• Deep understanding of payment systems and associated risk factors.
• Ability to liaise effectively between multiple departments.
• Detail-oriented with strong organizational skills