Payment Escalations Agent – M-KOPA Uganda

• 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.

• 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 verification requirements cannot be fully met.

• Review refund requests against company refund policies, approval thresholds, and compliance requirements.
• Confirm that all supporting documentation and approvals are in place before processing refunds.
• Process approved refunds accurately through the relevant payment channels and systems.
• Ensure refund transactions are completed with a high level of accuracy and minimal operational risk.

• Coordinate refund execution through internal payment systems and external payment partners.
• Liaise with mobile money providers and payment partners to resolve transaction failures, delays, or reconciliation issues.
• Follow up on pending transactions and ensure timely completion of customer refunds.
• Support resolution of payment-related operational issues affecting customer experience.

• Identify suspicious activity, duplicate claims, unusual transaction patterns, or potential fraud indicators.
• Conduct detailed investigations and gather supporting evidence for high-risk cases.
• Escalate suspicious or potentially fraudulent cases to the Team Leader in line with established procedures.
• Support adherence to financial controls, compliance requirements, and risk management standards.

• Maintain complete, accurate, and audit-ready records for all escalated cases.
• Document verification activities, decisions, approvals, transaction details, and case outcomes.
• Ensure compliance with data privacy, record retention, and financial governance requirements.
• Support internal audits and investigations by providing accurate case documentation when required.

• Monitor personal performance metrics including resolution times, accuracy, and case volumes.
• Identify recurring payment issues, process gaps, and operational trends.
• Escalate systemic challenges and improvement opportunities to management and relevant stakeholders.
• Contribute to operational reporting and initiatives aimed at improving customer experience and payment operations efficiency.

• Diploma or Bachelor's Degree in Business Administration, Finance, Accounting, Economics, or a related field.

• 1–2 years of experience in customer operations, payments operations, back-office support, financial services, or a related environment.
• Experience working with CRM, payment, or case management systems.
• Familiarity with Freshdesk or similar customer support platforms is an advantage.
• Experience with mobile money ecosystems and payment reconciliation processes is preferred.

• Strong attention to detail and accuracy when handling financial transactions.
• Analytical and investigative skills.
• Sound judgement and decision-making capabilities.
• High levels of integrity and confidentiality.
• Proficiency in Microsoft Excel and operational systems.
• Strong written communication and documentation skills.
• Ability to manage multiple cases while meeting strict service-level targets.
• Strong organisational and time-management skills.
• Problem-solving mindset focused on customer resolution and operational excellence.

• Understanding of payment operations, refunds, and transaction processing.
• Familiarity with MTN Mobile Money and Airtel Money platforms.
• Knowledge of fraud prevention controls and financial compliance principles.
• Understanding of customer service and case management best practices.
• Experience working within SLA-driven operational environments.