The Role
As a Payment Operations Specialist, you will report directly to the Payment Operations Lead. Your primary responsibility is to support the smooth execution of Wego’s daily payment operations. You will ensure that refunds, partner performance, risk alerts, and internal inquiries are monitored, reported, and escalated accurately and efficiently. Your work plays a critical role in maintaining payment stability and customer satisfaction.
Your day-to-day involves:
- Monitor daily alert channels for payment issues and escalate critical items as needed
- Review and track payment partner performance to ensure service consistency
- Verify and update refund failure cases for inclusion in the weekly report
- Review dispute evidence and support timely, accurate chargeback responses
- Maintain internal trackers and update the bi-weekly operational progress report
- Respond to operational inquiries from internal teams and coordinate resolutions
- Follow up on escalated issues to ensure timely closure
- Collaborate with cross-functional teams to support process improvements
Responsibilities:
- Preparing and updating the weekly refund failure report to track unresolved transactions and highlight recurring issues.
- Monitoring daily alert channels for system or transaction anomalies, and promptly escalating any critical issues to the appropriate teams.
- Conducting daily performance reviews across all payment partners, ensuring operational consistency, uptime, and adherence to service levels.
- Reviewing and verifying dispute evidence on a daily basis, supporting accurate chargeback handling, and minimizing financial risk.
- Compiling and sharing a bi-weekly operational progress report to summarize key findings, trends, and performance metrics with stakeholders.
- Responding to and managing day-to-day operational questions and inquiries, acting as a support bridge between internal teams and external partners.
Qualifications and Skills
- 1–2 years of experience in payment operations, fintech, banking, or a similar environment
- Excellent level in Excel or Google Sheets; ability to manage and analyze reports
- Strong attention to detail and a proactive, problem-solving mindset
- Effective communication skills, both written and verbal
- Ability to handle multiple operational tasks in a fast-paced environment
- Eagerness to learn and grow within a cross-functional team setting
- A strong sense of ownership and accountability
Preferred but not required:
- Prior experience in the travel industry
- Basic knowledge of dispute handling, chargebacks, or risk processes
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a fast-paced and innovative industry.
- A collaborative work environment with opportunities for growth and development.
- If you are passionate about operations, risk management, and driving results in a fast-paced online environment, we encourage you to apply!