Sr Analyst Customer Care-Fintech

Role Purpose

JOB DESCRIPTION

To ensure the accuracy and completeness of financial settlements and reconciliations for prepaid card and e-wallet transactions, working closely with Customer Care, Backoffice, Finance, and Product teams. The role will focus on timely resolution of transaction discrepancies, operational efficiency, and customer satisfaction, supporting E& Money’s vision of reliable and transparent digital payments.

Responsibilities

Key Responsibilities:

• Settlement & Reconciliation Operations
• Perform daily, weekly, and monthly reconciliation of prepaid card and e-wallet transactions (funding, loading, transfers, refunds, reversals).
• Validate end-to-end transaction lifecycle — customer wallet → card scheme → issuer → finance system.
• Identify mismatches and follow up with relevant teams (Finance, Product, IT, Vendor) for resolution.
• Prepare reconciliation statements and support the finance team in closing open items within SLA.
• Manage chargebacks and dispute-related reconciliation in coordination with Finance and Vendor teams.
• Complaint & Backoffice Support
• Support Customer Care and Backoffice teams by validating transactions for customer complaints.
• Ensure quick turnaround for reconciliation-related complaints within the agreed SLA.
• Track and monitor open cases and highlight any risk or delay to management.
• Contribute to root-cause analysis of recurring customer issues and support preventive measures.
• Reporting & Control
• Escalate any financial discrepancies, delays, or abnormal patterns to management immediately.
• Support internal and external audits by providing documentation and analysis as required.
• Generate regular dashboards and MIS reports (daily/weekly/monthly) on reconciliation performance and issues.
• Process Improvement & Collaboration
• Work with Product, IT, and Finance to enhance automation and accuracy of reconciliation processes.
• Propose and document process improvements to minimize manual errors and improve turnaround time.
• Ensure alignment between Customer Care, Finance, and Vendors on reconciliation timelines and exceptions.
  
  

• Bachelor’s degree.
• Minimum 3–5 years of experience in settlement, reconciliation, or fintech operations.
• Experience in digital wallets, prepaid cards, or payment processing is highly preferred.
• Prior exposure to Customer Care or Backoffice Operations environments is Preferred.
  
  

• Strong understanding of settlement and reconciliation processes in fintech or banking.
• Familiarity with digital payment systems, card schemes (NI, Mastercard, Visa).
• Proficiency in Excel, data analysis, and reconciliation tools.
• Understanding of wallet ledger structure, GL mapping, and financial reporting.
  
  

• Analytical mindset and strong attention to detail.
• Ability to work independently and manage multiple priorities.
• Excellent communication and stakeholder management skills.
• Strong problem-solving skills with a focus on continuous improvement.
• Collaborative and accountable in a cross-functional setup.