Dispute and Settlement Analyst

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IDR300,000,000.00/yr - IDR800,000,000.00/yr We at Indepay | Setara Networks are here to revolutionize the Indonesian payment ecosystem by introducing one click checkout services in order to make transactions zero-fee, instant, and rewarding for the consumer.

On one side we're working with financial institutes to enable real-time account to account transfers through our platform, and on the other-side we're giving consumers a reliable and secure payment experience which is better than anything else they've experienced in the Indonesian ecosystem.

Where We Are Now: Series A Startup with Boundless Opportunities!

Our Vision for Payment Transformation:

We're on a mission to disrupt the traditional online payment landscape. By pioneering a faster, safer, and incredibly simple payment solution, we're challenging the status quo of virtual account payments and setting a new standard for seamless transactions, enabling payment in just 20 seconds powered by open banking regulatory framework.

Strategic Partnership with Top Brands:

As we build a new category in one-click fast payments, you'll have the opportunity to work alongside industry leaders, partnering with top-tier D2C brands ranging from telco providers, banks, FnB, and OTT to create a network that redefines the future of online payments.

Your Opportunity to Innovate:

If you're passionate about innovation and eager to make a significant impact, this is your chance to be part of something truly transformative and create value.

The Dispute and Settlement Analyst will be responsible for managing large customer bases, preferably in payments/B2C ecommerce domains, and have experience in driving strategies for onboarding, retention, growth, and loyalty.

Join a multicultural team at the epicenter of transforming Indonesia's future payment industry. Seize this rare opportunity to be a game changer in an environment that thrives on innovation and collaboration. Don't miss out on the chance to be part of a live, dynamic company ready to soar to new heights in the coming year.

Ready to simplify and revolutionize transactions? Apply now and let's embark on this exciting journey to reshape the world of payments together! #IndepaySetaraJourney #PaymentsInnovation

What your current role should be like?

Proven experience (3+ years) in customer support, handling inquiries, complaints, and disputes in high-volume B2C or payment environments Solid track record in managing end-to-end merchant satisfaction metrics, ensuring quality SLAs, and implementing data-driven improvements Hands-on involvement in utilizing analytics tools to identify patterns in disputes and integrating insights into product enhancement roadmaps Demonstrated expertise in leading and mentoring teams, ensuring adherence to OKRs, and crafting impactful SOPs and training modules Proficiency in creating dashboards and periodic reports to highlight complaint trends and deliver actionable insights for management

What will you do?

Handle inquiries and complaints from merchants Maintain chat, SLA, and merchant satisfaction rate quality Manage inquiries, complaints, and disputes coming through various channels (phone, email, chat, automated, letters, etc) and close the issues accurately in a timely manner Proactively spot and correct any issues that could affect merchant satisfaction or retention Involve appropriate internal teams to efficiently and effectively handle the complaints/disputes Analyze the incoming queries/complaints/disputes to identify patterns to define action-ables, then work directly with our product team to provide input on the product roadmap Provide insight to management on the offerings through publishing dashboard of the queries and complaints periodically Coordinate responsibilities and capacity planning for their team Mentor & maintain merchant support team performance Training new joiners as a part of their Onboarding process Contribute in developing team OKR, Modules, and SOP Create weekly and monthly reports Ensure highest standards of customer communication & services Continuously update yourself with new products and services that are rolled out

Requirements

What do you have?

Min. 3 years of related working experience in managing customer success for large scale customer facing apps/portals. Additional experience/understanding of call center ops, analytics and technology in the space are appreciated Strong understanding of both consumer and business targeting and full funnel penetration (B2C and B2B) Must be comfortable working in an early stage to growth stage company and should be able to thrive in a dynamic and fast-paced environment Have a proven track record of success in previous roles and have worked in a similar setting, such as a Pre series A-B company will be a plus A leader who takes fun in taking risks and understands that taking calculated risks is necessary for growth. They should have the ability to balance risk-taking with sound decision-making to build something innovative and groundbreaking People-oriented, cool-tempered, proactive, and communicative Good analytical and problem-solving skills Ability to work independently and meticulously (detail oriented) A good team player with excellent interpersonal skills to work with different teams within the organization Strong focus on results, using NPS/CSAT/other metrics to drive improvements in CX Computer literate (G-Suite & MsOffice) especially Docs/Word, Sheets/Excel, Slides/PowerPoint

How do you do it?

You thrive in a dynamic and fast paced environment You deliver on your commitments without fail You have an analytical and data-driven approach in day-to-day work You are always energetic and work well under pressure You are affable and know your way around the organization You have excellent communication skills and have the ability to impact and influence You have an unparalleled attitude and determination to succeed against all odds You can multi-task and have excellent time management and prioritisation skills You are a strategic thinker who understands business opportunities to create a competitive advantage You have excellent problem solving and analytical skills, and can think outside the box to proactively provide the right solution You have a keen eye for detail You stay positive and bring out the best in a team You are independent, self-motivated and a fast learner Patience and perseverance are your key attributes

Benefits

What do we offer?

You will be working alongside other passionate and talented people in a beautiful, spacious and well lighted office with all the perks and flexibility of a coveted technology product company. Besides, you will have a sense of purpose and excitement as we offer:

An opportunity to make a positive impact on the world by providing basic financial services to unbanked and underbanked people worldwide An opportunity to define and develop a product for the global market An opportunity to be part of the core team who will build a global company and define its culture and processes An opportunity to move horizontally or vertically across geographies through multiple career paths An opportunity to work at the frontier of modern banking solutions technology

Of course, we do have competitive salaries, long term incentives and many other generous benefits. We promote entrepreneurship culture and look forward to a budding ground for future entrepreneurs. Seniority level

Seniority level Associate Employment type

Employment type Full-time Job function

Job function Administrative Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Indepay | Setara Networks by 2x Sign in to set job alerts for “Settlement Analyst” roles.

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