Operations Officer – Payments & CX Support

About the role

ACE Money Transfer is seeking an Operations Officer to ensure smooth payment processing and support the Customer Experience (CX) team. You will work closely with multiple departments to resolve payment issues, maintain compliance, and meet key performance indicators.

Key responsibilities

• Process payments accurately and on time via API, FTP, and system logs.
• Make backend adjustments to resolve customer payment issues.
• Handle payment cancellations and maintain a 0% error rate.
• Follow up on CX support tickets within SLA limits.
• Prepare and send proof of payment for chargeback cases.
• Monitor and follow up on recovery transactions to ensure timely completion.
• Collaborate with other departments to address operational challenges.
• Track system performance to detect delays or processing problems.
• Maintain and update the daily partner challenge report.
• Ensure all processes comply with regulatory standards.
• Generate regular operational reports highlighting pending or delayed items.
• Escalate risks or issues affecting payment processing to the Team Lead.
• Support any additional tasks assigned by the Team Lead or Payment Operations Manager.

Required profile

• Bachelor’s degree in Business, Finance, or a related field.
• Prior experience in payment, backend operations, remittance, or transaction processing.
• Strong attention to detail and ability to work under SLA‑driven deadlines.
• Effective coordination skills for working with CX and cross‑functional teams.

Required skills

• API integration
• FTP file transfers
• Payment system reconciliation
• System log analysis