About the Role
Pesa is a globally regulated fintech born from a personal need for better, safer cross-border payments. Founded by a team of Canadian software engineers, Pesa provides instant, zero-fee transfers and multi-currency wallets. Regulated by FINTRAC, FinCEN, and the CBN, we combine bank-grade security with a local-feel experience to help global citizens dare to go further. We are making cross-border payments simple, fast, and reliable for individuals and businesses across emerging markets, providing tools that power economic freedom. We are on a mission to localize the global money transfer experience, and our customers are at the heart of this mission. Currently, we are seeking to hire an exceptional Resolution Officer who will be responsible for ensuring that transactions keep moving seamlessly.
Key Responsibilities- Monitor all transaction queues continuously and take appropriate action on transactions requiring intervention.
- Review transaction queues and escalate failures or issues promptly to the respective providers.
- Monitor provider wallet balances and ensure sufficient funds are available for customer payouts.
- Re-query, retry, or reverse transactions based on applicable failure or transaction status.
- Work closely with Treasury, Engineering, and payment provider partners to resolve transaction issues.
- Track and follow up on escalated transactions until complete resolution is achieved.
- Ensure failed transactions are reversed promptly and accurately to the source account.
- Maintain accurate records of monitoring activities, retries, reversals, escalations, and resolutions.
- Handle all escalated cases assigned to the Resolution team by Customer Solution specialists.
- Ensure all activities comply with defined SLAs, operational procedures, and audit requirements.
- Provide timely updates and transaction status information to the Customer Solution team for effective communication.
- Identify recurring transaction or provider issues and escalate them for appropriate structural intervention.
- Proactively flag high-impact service failures and manage incident response alongside third-party partners.
- Bachelor's degree in Finance, Information Technology, Business Administration, or a related field.
- Proven experience in transaction monitoring, operations, or customer support within the fintech or banking industry.
- Strong analytical and problem-solving skills with high attention to detail.
- Exceptional communication and stakeholder management abilities.
- Ability to work effectively under pressure in a fast-paced environment.
- Familiarity with cross-border payment systems and treasury operations is a strong plus.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth in a rapidly scaling global fintech.
- Collaborative, dynamic, and inclusive work culture.