Remittance Product Support Advisor

Key accountabilities and decision ownership:

• Monitor daily remittance transactions and ensure smooth processing across all remittance corridors
• Investigate and resolve transaction failures, delays, reconciliation issues, and customer escalations within agreed SLAs.
• Coordinate with internal teams, technology vendors, and remittance partners for incident resolution and service improvements.
• Perform operational reconciliation, refund management, settlement validation, and reporting activities.
• Monitor partner and service performance, identify trends, and recommend corrective actions to improve transaction success rates.
• Support product enhancements, testing, UAT activities, and deployment validation for new features and change requests.
• Ensure adherence to compliance, AML, KYC, audit, and regulatory requirements related to remittance services.
• Maintain process documentation, operational procedures, and knowledge repositories.
• Perform root cause analysis on recurring customer issues and recommend corrective actions to improve customer experience and reduce repeat escalations.
• Perform any additional project, task or activities assigned/delegated by the Line Manager.

knowledge and experience:

• 0-4 years of experience in remittance, payments, banking operations, fintech, or digital financial services.
• Knowledge of cross-border remittance processes, settlement, reconciliation, and partner integrations.
• Experience in investigating transaction failures and coordinating issue resolution with multiple stakeholders.
• Familiarity with AML, KYC, regulatory, and compliance requirements within financial services.
• Strong analytical, reporting, and problem-solving skills with experience using operational and management reports. Budget owned: NA