Responsibilities BACKEND OPERATIONS – PARTNER AND CUSTOMER SUPPORT Perform daily reconciliations on key services including TIPS, Government payments and any services deemed to be critical for the period and addressing exceptions for all partners Resolving transactional customer queries escalated from Customer service channels – level 2 escalation after CX back office, such queries as customer deducted service not provided Monitoring transactions for key services through dashboard to pick exceptions and proactively communicate and address any exceptions Customer queries resolution SLA monitoring Customer service Quality assurance monitoring BACKEND OPERATIONS – FROZEN BALANCES MANAGEMENT Daily monitoring and trending clearing of Ambiguous Transactions and analyzing trend to ensure proactive resolutions to ease customer pain Communicating with 3rd parties ambiguous transactions for confirmation Ambiguous transaction settlement Initiating TIPS transaction reversals in TIPS portal Initiating transaction reversal in AM web GUI Working with CX to ensure all initiated settlements and reversals are approved within SLA Attend frozen balance related queries from vendors and investigating variances due to frozen amounts PRODUCT DELIVERY AND CHANGE IMPLEMENTATION INCLUDING UAT Performing and sign-off UAT on changes where applicable Level 2 escalation on system related matters from CX Back office Support ticketing management for issues raised Vendor support SLA management BACKEND OPERATIONS – FINANCE SUPPORT Daily reconciliation for interoperability and Banks Investigation reconciliation exceptions for billing purposes Address sweep related queries from Finance and 3rd parties. Qualifications Educational Level Advanced Diploma/ Bachelor’s degree or educational qualification preferably with a major in Business / Finance or IT Relevant Experience 3 years’ work experience at least 1 years MFS experience At least 1 years MFS experience Ability to perform end to end financial reconciliations and quickly identify and associated issues Ability to perform end to end financial reconciliations and quickly identify and associated issues Ability to work well & deliver as part of a virtual team Ability to communicate issues/concerns and recommend corrective course of action