About this role
Payment Escalations Agent
raphie
6 hours ago
Full-time
On-site
Mandaluyong, Metro Manila, Philippines
Analyst
Raphie is looking for a detail-oriented Payment Escalations Agent to join our growing team.
In this role, you'll investigate payment-related concerns, review escalated customer cases, identify suspicious account activity, and help ensure a secure and seamless customer experience. You'll work closely with customer support and cross-functional teams to resolve complex issues while balancing customer trust and business protection.
Key Responsibilities
- Handle and resolve payment-related tickets escalated by Customer Support
- Investigate reports of fraud, missing payments, and account-related concerns
- Review accounts flagged for suspicious activity
- Evaluate and approve customer redemption requests
- Partner with internal teams to improve processes, tools, and customer experience
Qualifications
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1+ year of experience in payments, fraud prevention, trust & safety, chargebacks, risk, security, or a related field
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Customer support or customer-facing experience
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Strong analytical and investigative skills
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Excellent attention to detail
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Ability to make sound decisions in situations where established policies may be limited
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Nice to Have
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Experience with Zendesk or similar CRM platforms
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Experience in gaming, social gaming, fintech, payments, or risk operations
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If you're passionate about problem-solving, protecting customers, and driving operational excellence, we'd love to hear from you.
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🔗 Learn more about us at www.raphie.com
Raphie #Hiring #PaymentEscalations #FraudPrevention #TrustAndSafety #RiskOperations #CustomerSupport #Payments #CareerOpportunity #NowHiring
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