Resolution Officer
Resolution Officer opening at a fintech remote for Nigeria
A cross-border payments company is hiring a Resolution Officer to keep transactions moving smoothly across its platform. The role sits on the Customer Assurance team and is fully remote, open to candidates based in Nigeria. It suits someone comfortable working in a fast-paced, systems-driven environment where speed and accuracy matter.
Resolution Officer
Location: Remote (Nigeria)
Type: Full-time
Description
Cross-border payments company focused on fast, reliable money transfers for individuals and businesses in emerging markets. Role reports to the Customer Assurance Manager. Responsible for monitoring transaction queues and provider balances, resolving stuck or failed transactions, escalating within SLA, switching providers where needed, tracking every case through to resolution.
Responsibilities:
1. Continuous monitoring of transaction queues, intervention where needed
2. Review and escalate transaction failures to providers
3. Monitor provider wallet balances, flag funding needs to Treasury
4. Re-query, retry, or reverse transactions per failure status
5. Coordinate with Treasury, Engineering, and payment providers on issue resolution
6. Track and follow up on escalated transactions to close
7. Process prompt, accurate reversals to source accounts
8. Maintain records of monitoring, retries, reversals, escalations, resolutions
9. Handle cases escalated from Customer Solutions specialists
10. Ensure compliance with SLAs, procedures, audit requirements
11. Share transaction status updates with Customer Solutions for customer communication
12. Identify recurring transaction or provider issues, escalate for fix
13. Flag high-impact service failures promptly
14. Manage incident response for downtime
15. Follow up with third-party providers to resolution
How To Apply
Apply via the online application form. Fields required: first name, last name, email; optional: LinkedIn profile URL, phone number, resume (PDF, 5MB max, autofill supported). Recruitment process runs in three stages: People & Culture chat, Customer Solutions leadership chat, background check and offer.
Why Apply
Fully remote role within Nigeria, useful for candidates outside major hub cities. Direct exposure to Treasury, Engineering, and external payment providers gives cross-functional experience beyond a typical support role. Company operates in the cross-border payments space serving emerging markets, a growing sector. Recruitment process is short — two conversations plus background check — suggesting a relatively fast decision timeline.
Before You Apply
Have a PDF resume ready under 5MB since the form supports direct autofill from it. Since salary and deadline aren't listed, be ready to ask about these directly in the first conversation. Given the operational, SLA-driven nature of the role, prepare examples of past work involving transaction monitoring, incident response, or working across finance/engineering teams. An updated LinkedIn profile is worth having since the form requests it.
