Job Overview
Position: Fintech Customer Payments Support & Dispute Resolution Lead
Location: Remote (Kuwait Market Focus)
Employment Type: Full-Time
Role Summary
This role focuses on managing customer payment issues, resolving disputes, and ensuring a high-quality support experience within Kuwait’s fintech payment ecosystem. The position requires a balance of operational efficiency, customer-centricity, and financial accuracy.
Responsibilities vs Expectations
| Responsibilities | Performance Expectations |
|---|---|
| Handle customer payment inquiries | Provide timely and accurate responses |
| Investigate transaction disputes | Resolve cases within defined timeframes |
| Coordinate with payment teams | Ensure seamless issue resolution |
| Maintain transaction records | Ensure data accuracy and completeness |
| Identify recurring issues | Recommend process improvements |
Core Functions
Customer Support Management
- Respond to customer queries related to payments, transfers, and transactions.
- Provide clear explanations and solutions to user concerns.
- Maintain a professional and customer-focused approach.
Dispute Resolution
- Investigate disputed transactions thoroughly.
- Liaise with internal teams to gather required information.
- Ensure fair and timely resolution of disputes.
Operational Coordination
- Work closely with payments and technical teams.
- Escalate complex issues when necessary.
- Ensure alignment across departments.
Process Improvement
- Identify patterns in customer complaints or disputes.
- Recommend improvements to reduce recurring issues.
- Support implementation of enhanced support processes.
Experience Requirements
- 4–7 years in fintech customer support, payments operations, or dispute handling.
- Familiarity with digital payment systems and customer service tools.
Key Competencies
- Strong communication and interpersonal skills
- Problem-solving and conflict resolution
- Attention to detail and accuracy
What This Role Offers
- Remote work with exposure to Kuwait’s fintech customer operations.
- Opportunity to enhance customer satisfaction and trust.
- Involvement in improving payment support systems.
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Anticipate Fintech (HK) Ltd
About Us
We innovate with the needs of those who have historically been marginalized in mind. We have created a business model that is socially inclusive and offers goods and services to everyone.
info@anticipatehk.comWebsite
www.anticipatehk.com