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.