Operations Specialist – Payment Gateway

About the role

As an Operations Specialist you will ensure the smooth functioning of Monty Pay’s payment gateway service. You will support merchants from onboarding through daily operations, while maintaining compliance and delivering excellent customer service.

Key responsibilities

• Manage the onboarding and KYC process, create merchant profiles and follow up on pending files.
• Provide first‑level operational support via email and phone, handling merchant requests and issues.
• Coordinate with technical, finance, sales and compliance teams to complete onboarding and resolve operational challenges.
• Configure operational settings, monitor transactions and ensure smooth processing.
• Handle chargebacks, fraud cases and disputes, escalating complex cases as needed.
• Liaise with banks and PSPs for issue resolution and operational follow‑ups.
• Maintain an up‑to‑date merchant database and prepare operational reports for management.
• Support testing, onboarding enhancements and implementation of new processes.

Required profile

• Bachelor’s degree in Business Administration, Finance or a related field.
• Minimum 2 years experience as an Operations Specialist in acquiring or fintech.
• Professional proficiency in English and the local language.
• Strong customer‑service orientation and excellent communication skills.
• Ability to adapt quickly to new partners, systems, products and projects.

Required skills

• Knowledge of merchant acquisition flow, transaction authorization and settlement.
• Experience with clearing, settlement and reconciliation processes.
• Familiarity with alternative payment methods such as mobile money and e‑wallets.
• Strong interpersonal and written communication abilities.