Payments and Support Officer

The Payments/ Reconciliation and Support Officer is responsible for overseeing daily payment operations while ensuring a smooth, compliant, and high-quality client experience across onboarding and support functions. The role combines payment processing, reconciliations, and PSP management with KYC, AML, and client servicing responsibilities. The successful candidate will safeguard the company against financial and regulatory risk while maintaining operational efficiency and client satisfaction.

Payments Responsibilities

•Monitor daily activity across all integrated Payment Service Providers (PSPs).

•Process and reconcile client deposits accurately and within agreed SLAs.

•Review and process client withdrawal requests in accordance with internal controls and AML requirements.

•Troubleshoot PSP-related issues, including transaction failures, delays, and reconciliation discrepancies.

•Liaise directly with PSP account managers to resolve operational matters.

•Monitor payment flows and identify anomalies or potential fraud indicators.

•Perform daily, weekly, and monthly reconciliations between:

oPSP settlement reports

oBack-office/CRM records

oBank statements

Support & KYC Responsibilities

•Handle the end-to-end client support and onboarding process, ensuring timely and compliant account opening for individual and corporate clients, answering client queries via chats/emails.

•Collect, review, and verify KYC documentation in line with AML regulations and internal policies.

•Perform Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), and sanctions/PEP screenings, escalating suspicious or incomplete cases to Compliance.

•Assist clients with onboarding, account access, funding/withdrawals, and operational queries, ensuring timely and professional communication.

•Act as a coordination point between Payments, Compliance, Risk, Sales, and Support teams to ensure seamless client service.

Key Skills & Experience

•Experience in payment operations, fintech, FX brokerage, or financial services preferred (1+ year preferred).

•Proven experience in customer service and onboarding.

•Strong understanding of PSP workflows, settlement cycles, and transaction lifecycles.

•Experience performing reconciliations between multiple data sources.

•Solid knowledge of AML regulations, KYC requirements, and CDD/EDD processes.

•High attention to detail with strong organizational and problem-