M-KOPA
Financial Services
PaymentEscalationsAgent
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Payment Escalations Agent at M-KOPA. Skills: Payment Escalation, Case Management, Refund Processing. Receive escalated payment cases. Review escalated payment cases”
What You'll Achieve.
Resolve escalated payment cases within service levels; Ensure refund requests are validated; Ensure refund requests are compliant; Ensure refund requests are processed correctly; Safeguard financial controls; Maintain customer trust; Ensure seamless resolution experience; Support operational efficiency; Support risk management; Process refunds with high accuracy; Process refunds with minimal risk; Ensure timely completion of refunds; Support adherence to financial controls; Support compliance requirements; Support risk management standards; Maintain accurate case records; Contribute to operational reporting; Improve customer experience; Improve payment operations efficiency
Industry & Context.
Problem-solving mindset
What They're Looking For.
Must Have
1-2 years customer operations experience, 1-2 years payments operations experience, 1-2 years back-office support experience, 1-2 years financial services experience, Experience with CRM systems, Experience with payment systems, Experience with case management systems
Nice to Have
Familiarity with Freshdesk, Experience with mobile money ecosystems, Experience with payment reconciliation processes
What You'll Do.
Receive escalated payment cases
Review escalated payment cases
Manage escalated payment cases
Prioritize cases by urgency
Prioritize cases by complexity
Prioritize cases by service-level
Track cases from receipt
Track cases to resolution
Maintain case progress communication
Verify customer identity
Verify account ownership
Verify transaction history
Review payment records
Confirm transaction validity
Confirm transaction eligibility
Complete verification procedures accurately
Escalate cases if verification fails
Review refund requests against policies
Review refund requests against thresholds
Review refund requests against compliance
Confirm supporting documentation
Confirm approvals before processing
Process approved refunds accurately
Coordinate refund execution
Liaise with payment partners
Resolve transaction failures
Resolve transaction delays
Resolve reconciliation issues
Follow up on pending transactions
Ensure timely refund completion
Support payment issue resolution
Identify suspicious activity
Identify duplicate claims
Identify unusual transaction patterns
Identify potential fraud indicators
Conduct detailed investigations
Gather evidence for high-risk cases
Escalate suspicious cases
Escalate fraudulent cases
Support adherence to financial controls
Support compliance requirements
Support risk management standards
Maintain case records
Document verification activities
Document transaction details
Document case outcomes
Ensure data privacy compliance
Ensure record retention compliance
Ensure financial governance compliance
Support internal audits
Support investigations
Monitor personal performance metrics
Identify recurring payment issues
Identify process gaps
Identify operational trends
Escalate systemic challenges
Escalate improvement opportunities
How You'll Work.
Team & Collaboration
Frontline teams; Team Leaders; Payment systems; External payment partners; Mobile money providers
Communication Scope
Written communication
Full Job Description
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A PAYMENT ESCALATIONS AGENT TO JOIN OUR CUSTOMER CARE GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] JOB PURPOSE The Payment Escalations Agent is responsible for investigating, verifying, and resolving escalated payment and refund-related cases within agreed service levels. The role serves as a key control point between Customer Care, payment systems, and external payment partners, ensuring all refund requests are accurately validated, compliant with company policies, and processed correctly. The position plays a critical role in safeguarding financial controls, maintaining customer trust, and ensuring a seamless resolution experience for customers while supporting operational efficiency and risk management. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] KEY RESPONSIBILITIES 1. Payment Escalation & Case Management - Receive, review, and manage escalated payment-related cases referred by frontline teams and Team Leaders. - Prioritise cases based on urgency, complexity, and service-level requirements. - Ensure all cases are tracked from receipt through to final resolution within agreed turnaround times. - Maintain clear communication and updates on case progress where required. 2. Customer Verification & Transaction Validation - Verify customer identity, account ownership, and transaction history before initiating any refund or payment correction. - Review payment records across internal systems to confirm transaction validity and eligibility. - Ensure all verification procedures are completed accurately and in accordance with company policies. - Escalate cases where ver
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