Payment Escalations Agent job at M-KOPA
Posted by: great-volunteer
Posted date: 2026-Jun-16
Location: Uganda
Payment Escalations Agent 2026-06-15T21:16:11+00:00 M-KOPA https://cdn.ugashare.com/jsjobsdata/data/employer/comp_951/logo/M-KOPA.png https://www.ugashare.com/jobs/ FULL_TIME Uganda Uganda 00256 Uganda Financial Services Customer Service,Business Operations,Accounting & Finance 2026-06-30T17:00:00+00:00 8 Overview Application 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. 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. 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 verification requirements cannot be fully met.
3. Refund Processing & Compliance - 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.
4. Payment Operations & Partner Coordination - 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.
5. Fraud Detection & Risk Management - 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.
6. Documentation & Record Management - 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.
7. Reporting & Continuous Improvement - 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.
Reporting Structure Reports To: Team Leader â Payments & Collections Qualifications & Experience Education - Diploma or Bachelor's Degree in Business Administration, Finance, Accounting, Economics, or a related field.
Experience - 1â2 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.
Skills & Competencies - Strong attention to detail and accuracy, particularly when handling financial transactions.
- Analytical and investigative skills with the ability to identify discrepancies and anomalies.
- Sound judgement and decision-making capabilities when assessing customer claims and payment disputes.
- High levels of integrity and confidentiality when handling customer and financial information.
- 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 with a focus on customer resolution and operational excellence.
Knowledge & Expertise - Understanding of payment operations, refunds, and transaction processing.
- Familiarity with mobile money platforms such as MTN Mobile Money and Airtel Money.
- 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.
Why M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. - 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.
- Strong attention to detail and accuracy, particularly when handling financial transactions.
- Analytical and investigative skills with the ability to identify discrepancies and anomalies.
- Sound judgement and decision-making capabilities when assessing customer claims and payment disputes.
- High levels of integrity and confidentiality when handling customer and financial information.
- 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 with a focus on customer resolution and operational excellence.
- Diploma or Bachelor's Degree in Business Administration, Finance, Accounting, Economics, or a related field.
- 1â2 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.
- Understanding of payment operations, refunds, and transaction processing.
- Familiarity with mobile money platforms such as MTN Mobile Money and Airtel Money.
- 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.
JOB-6a306b9b48ab1 Vacancy title: Payment Escalations Agent Jobs at: M-KOPA Deadline of this Job: Tuesday, June 30 2026 Duty Station: Uganda | Uganda Summary Date Posted: Monday, June 15 2026, Base Salary: Not Disclosed JOB DETAILS:
Overview Application 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. 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. 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 verification requirements cannot be fully met.
3. Refund Processing & Compliance - 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.
4. Payment Operations & Partner Coordination - 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.
5. Fraud Detection & Risk Management - 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.
6. Documentation & Record Management - 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.
7. Reporting & Continuous Improvement - 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.
Reporting Structure Reports To: Team Leader â Payments & Collections Qualifications & Experience Education - Diploma or Bachelor's Degree in Business Administration, Finance, Accounting, Economics, or a related field.
Experience - 1â2 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.
Skills & Competencies - Strong attention to detail and accuracy, particularly when handling financial transactions.
- Analytical and investigative skills with the ability to identify discrepancies and anomalies.
- Sound judgement and decision-making capabilities when assessing customer claims and payment disputes.
- High levels of integrity and confidentiality when handling customer and financial information.
- 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 with a focus on customer resolution and operational excellence.
Knowledge & Expertise - Understanding of payment operations, refunds, and transaction processing.
- Familiarity with mobile money platforms such as MTN Mobile Money and Airtel Money.
- 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.
Why M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Work Hours: 8 Experience in Months: 12 Level of Education: bachelor degree Job application procedure
Application Link:Click Here to Apply Now
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