Reseller Operation Executive

Role Purpose

To monitor payment flows across fintech platforms and payment partners, support merchants and agents, and ensure all payment-related issues are identified, logged, followed up, and resolved in a timely and structured manner.

Key Responsibilities

A. Payment Monitoring & Testing

• Run daily and weekly payment tests across all payment service providers (PSPs), merchants, and payment channels.
• Record results clearly with screenshots, timestamps, and issue notes.
• Re-test after fixes to confirm resolution.
• Report unusual patterns such as delays, reversals, or repeated failures.
• Monitor transaction performance and identify operational risks proactively.

B. Merchant & Transaction Support

• Respond to merchant queries related to payments, settlements, transaction status, and delays.
• Track each issue until closure and provide timely updates to merchants and internal teams.
• Escalate repeated or high-risk issues to the Operations Manager.
• Coordinate with internal teams to ensure smooth issue resolution.

C. Ticketing & Coordination

• Log every issue in the ticketing system with complete and accurate details.
• Follow up with Product and Tech teams until issues are resolved.
• Verify fixes before closing tickets.
• Maintain clean and accurate ticket history for future reference and tracking.
• Ensure proper communication and coordination between departments.

D. Documentation & Knowledge Base

• Maintain FAQs, troubleshooting guides, SOPs, and operational documentation.
• Convert repeated issues into clear instructions for Customer Service and Operations teams.
• Update documents whenever processes, workflows, or PSP rules change.
• Support process improvement initiatives through proper documentation.

E. Reporting

• Prepare weekly and monthly operational reports covering:
• Issue volume
• PSP-wise failures
• Resolution timelines
• Recurring operational risks
• Share operational insights with the Operations team and Management.
• Maintain accurate operational records and reporting data.

F. Agent & Partner Coordination

• Support agents, merchants, and partners with settlement and transaction-related issues.
• Monitor responsiveness and escalation patterns.
• Coordinate with partners to ensure smooth operational support.
• Flag recurring operational concerns or underperforming partners to management.

Reporting & Escalation

• Reports directly to the Operations Manager.
• Escalates high-impact, critical, or blocked issues immediately.
• Works closely with Customer Service, Tech, Finance, PSPs, merchants, and external partners to ensure operational continuity.