Remittance Product Support Advisor

About the role

This role covers the day-to-day support of remittance transactions: monitoring them, resolving issues and escalations, performing reconciliation and reporting, supporting product enhancements and testing, and ensuring compliance with regulatory requirements. It also involves maintaining process documentation and carrying out other tasks assigned by the Line Manager.

Key responsibilities

• Monitor daily remittance transactions and ensure smooth processing across all remittance corridors.
• Investigate and resolve transaction failures, delays, reconciliation issues and customer escalations within agreed SLAs.
• Coordinate with internal teams, technology vendors and remittance partners for incident resolution and service improvements.
• Perform operational reconciliation, refund management, settlement validation and reporting.
• Monitor partner and service performance, identify trends and recommend corrective actions to improve transaction success rates.
• Support product enhancements, testing, UAT activities and deployment validation for new features and change requests.
• Ensure compliance with AML, KYC, audit and regulatory requirements for remittance services.
• Maintain process documentation, operational procedures and knowledge repositories.
• Perform root cause analysis on recurring customer issues and recommend actions to reduce repeat escalations.

Required profile

• Bachelor's degree or diploma in Business Administration, Finance, Information Technology or a related field.
• 0-4 years of experience in remittance, payments, banking operations, fintech or digital financial services.
• Knowledge of cross-border remittance processes, settlement, reconciliation and partner integrations.
• Familiarity with AML, KYC and regulatory compliance requirements in financial services.

Required skills

• Experience investigating transaction failures and coordinating issue resolution with multiple stakeholders.
• Strong analytical, reporting and problem-solving skills, with experience using operational and management reports.