Gainsight Operations Analyst managing Gainsight platform and integrating data insights for optimal customer success. Driving digital engagement strategies and overseeing automated workflows for customer journeys.
About the role
- Operations Analyst supporting various operational functions in Payments & FX team at Sokin. Involves transaction reconciliation, onboarding customers, and managing chargeback disputes.
Responsibilities
- Support the day-to-day activities across various operational functions
- Perform daily reconciliations of payment transactions across multiple channels and currencies
- Investigate and resolve reconciliation discrepancies in a timely and accurate manner
- Process manual credit adjustments as required
- Monitor and manage account blocks or restrictions, ensuring accurate documentation and resolution
- Work with internal teams (compliance, risk, product) to identify and resolve root causes of account-related issues
- Handle chargeback and dispute cases across all payment methods
- Liaise with partners and networks to gather evidence and respond to disputes within set timeframes
- Maintain accurate records for audit and compliance purposes
- Support both automated and manual onboarding processes via the back-office platform
- Review and process onboarding cases requiring manual intervention
- Identify areas for operational efficiency and provide suggestions for automation or improvement
- Collaborate with cross-functional teams to ensure smooth implementation of process changes
Requirements
- Previous experience in payments operations, with a focus on reconciliation, disputes, or customer onboarding
- Familiarity with payment methods such as FX Payments, Pay by Link, Embedded Finance, SEPA, CHAPS, and Faster Payments
- Strong analytical and problem-solving skills with excellent attention to detail
- Ability to work effectively in a fast-paced and regulated environment
- Competence using operational tools, back-office systems, and spreadsheets (Excel or Google Sheets)
- Understanding of compliance and regulatory requirements related to payments (desirable)
Benefits
- Professional development opportunities
- Flexible working arrangements
- Health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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