Payment Investigations Expert (AI)

Location: Istanbul or Sofia; hybrid setup with 3 days in the office and 2 days remote each week after the first 3 months

Company

hirify.global is a digital banking company focused on making payments and financial services simple for users.

What you will do

• Own the end-to-end payment investigation journey from issue detection through resolution and prevention.
• Build and scale AI-powered automation for payment investigation flows and increase auto-handle rates.
• Monitor investigation performance and user satisfaction using Looker and Amplitude.
• Run monthly gap analyses and convert structural issues into actionable process improvements.
• Define handling guidelines, KPIs, and decision logic for consistent, compliant, and fast investigations.
• Handle urgent cases, coordinate with banks and payment schemes, and use escalations to drive structural fixes.

Requirements

• Deep knowledge of payment schemes, payment rules, the full payments lifecycle, escalation flows, and third-party communication with banks and payment schemes.
• AI-first mindset with a focus on designing processes for automation and eliminating manual handling.
• Strong data-driven root-cause analysis skills.
• Hands-on approach to urgent cases, escalations, and operational improvements.
• Fluent English and strong written and verbal stakeholder communication skills.
• Availability to work in a hybrid setup in Istanbul or Sofia.

Culture & Benefits

• International colleagues and a collaborative working environment.
• Remote work for 2 days per week after the initial 3 months in the office.
• hirify.global Academy and a €1,500 annual learning budget.
• Private health insurance, a MacBook, phone and internet contribution, and location-specific transport and wellbeing benefits.
• Digital Nomad Program allowing up to 20 days per year of work while travelling after the first year.
• Additional travel budgets based on tenure, lunches, team celebrations, and other office benefits.

Hiring process

• Start the application by completing the hirify.global assessment.
• New hires complete pre-employment screening through the third-party partner Zinc.