Pi Pay Plc. is a financial technology (FinTech) company, a pioneer of its kind in Cambodia.Pi Pay is an aggregation combining payment solutions and lifestyle features through our innovative technological advancements.

•  Good Chinese and English
•  Prior experience in a brokerage, banking or transfer agent back-office environment would be a definite asset
•  In-depth knowledge of the Cambodia banking industry
•  Must be skilled in MS Office especially Excel
•  Demonstrated success with explaining complex issues or topics to new team members & customers
•  Comfortable in a fast-paced and evolving environment which includes ongoing learning and training

Dispute & Resolution

•  Handle and solve customer, agent and merchant’s disputes including investigate and liaise with external partner (police, legal advisor)
•  Ensure the quality and accuracy of team outputs within agreed timeframes and professional manner
•  Meeting requirement of service level agreement of dispute resolution processes 
•  Provide advice to the team and support to solve customer complaints and dispute resolutions
•  Manage customer documents including non-compliance customer suspension, AML/CTF/sanctions screening, etc. 
•  Regular coaching and feedback session to the rest of the team to improve standard processes and procedures
•  Give honest and direct feedback on what is going well and where improvement is possible

Settlement

•  Completion of daily processes related to money movement, user and merchant transactions 
•  Coordinating with cross department processes, merchant team and other involved parties
•  Investigating problem/rejected transactions, as they relate to cash and share disbursements
•  Investigating and following up on unsettled disputes with all involved parties
•  Following established rules that support compliance and audit processes and escalating issues to manager
•  Assist in developing training guides and documentation of changing operational processes
•  Testing, logging issues and following up on resolved issues to ensure they have been completed correctly

Reporting

•  Responsible for daily, weekly and monthly report to line manager and other reports assigned by management