Payment Escalations Agent (Fintech)

TL;DR

Payment Escalations Agent (Fintech): Investigating, verifying, and resolving escalated payment and refund-related cases with an accent on financial compliance and risk management. Focus on maintaining customer trust, coordinating with external payment partners, and ensuring accurate transaction processing within strict service-level agreements.

Location: Uganda

Company

hirify.global is a rapidly growing fintech company providing credit and financial services to millions of unbanked customers across Africa.

What you will do

• Manage and prioritize escalated payment-related cases from frontline teams.
• Verify customer identity, account ownership, and transaction history.
• Review and process refund requests in compliance with company policies.
• Coordinate with mobile money providers to resolve transaction failures and reconciliation issues.
• Identify and investigate suspicious activity, fraud indicators, and duplicate claims.
• Maintain accurate, audit-ready documentation for all case outcomes.

Requirements

• Diploma or Bachelor's Degree in Business, Finance, Accounting, or Economics.
• 1–2 years of experience in customer operations, payments, or back-office support.
• Proficiency in Microsoft Excel and operational systems.
• Experience with CRM or case management platforms.
• Strong analytical skills and attention to detail for financial transactions.
• Ability to manage multiple cases while meeting strict service-level targets.

Culture & Benefits

• Diverse development programs and on-the-job training.
• Supportive environment with family-friendly policies.
• Focus on employee well-being and flexibility.
• Opportunity to work with a globally recognized, fast-growing company.