Job Overview
Fintech Resolution Officer – Digital Banking Complaints & Recovery
📍 Doha, Qatar
💼 Full-Time | Fintech Operations | Consumer Finance | Complaints Management
Position Summary
An advanced digital banking and payment environment in Qatar is hiring a Fintech Resolution Officer to manage financial dispute handling, payment complaints, account resolution cases, and customer recovery processes across digital banking services.
This role is designed for professionals who understand how to navigate transaction disputes, customer escalations, failed payment cases, wallet recovery issues, refund management, and complaint resolution within fast-moving fintech ecosystems.
You will serve as the operational bridge between customers, internal support teams, banking partners, payment processors, and compliance units to ensure prompt, accurate, and compliant resolution of financial incidents.
This position requires precision, empathy, strong financial investigation skills, and the ability to resolve sensitive payment disputes while maintaining operational control and customer confidence.
Core Responsibilities
- Investigate customer complaints involving payment failures, wallet funding issues, delayed transfers, refund disputes, and transaction mismatches
- Manage refund requests, charge reversals, and failed transfer escalations across banking and fintech channels
- Coordinate resolution efforts with partner banks, payment service providers, and settlement teams
- Handle account access recovery, restricted transaction investigations, and financial complaint escalations
- Monitor resolution timelines to ensure SLA compliance and customer satisfaction standards
- Prepare formal documentation for regulatory complaints and financial dispute reporting
- Identify recurring complaint patterns and escalate operational weaknesses for process improvement
- Support fraud and risk teams in reviewing suspicious customer claims and transaction anomalies
- Improve customer communication frameworks for dispute handling and resolution transparency
- Maintain accurate audit trails for all customer financial resolution cases
- Assist in policy updates related to payment complaints, reversals, and customer remediation frameworks
Candidate Profile
- Bachelor’s degree in Finance, Business Administration, Banking, Economics, or related field
- Minimum 3–5 years of experience in banking operations, fintech resolution, complaint management, or payment support
- Strong understanding of payment workflows, digital banking operations, and customer resolution processes
- Experience handling chargebacks, payment reversals, and dispute management
- Familiarity with regulatory expectations for complaint handling and financial transparency
- Excellent written and verbal communication skills
- Strong problem-solving mindset with high emotional intelligence
- Ability to manage sensitive customer cases with professionalism and confidentiality
- Knowledge of fraud review processes and financial controls is highly desirable
Why This Opportunity Stands Out
Resolution teams define the customer’s final impression of a fintech institution. This role offers the opportunity to become the trusted expert responsible for restoring confidence when financial transactions go wrong.
You will help shape customer trust, operational resilience, and long-term retention within Qatar’s fast-evolving digital finance ecosystem.
Are you excited about this opportunity?
Don’t miss the chance to make a difference in the fintech and FX industry!
Apply now by clicking on the “Apply Now” button below.
Let’s shape the future of finance together!
#EmploySolutionJobs #FXCareers.
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