Company Overview

The organisation operates within the digital payments and financial technology sector, supporting payment services designed to help customers and businesses move money efficiently and securely. Its operations depend on reliable transaction processing, effective exception management, responsive partner coordination, and accurate communication across the payment lifecycle.

The payments operations team works with technology, customer support, risk, finance, and compliance functions to investigate processing problems and improve the reliability of payment services. The team aims to reduce avoidable payment failures, maintain transparent case records, and identify operational improvements that support a consistent customer and business experience.

Role Summary

The Payments Operations & Exceptions Analyst will focus on identifying, investigating, tracking, and resolving payment exceptions across digital payment channels. These exceptions may include failed transfers, rejected card transactions, delayed confirmations, duplicate payment attempts, missing settlement records, refund delays, and discrepancies reported by customers or payment partners.

The successful candidate will combine transaction-level investigation with operational analysis to determine why payment issues occur and what action is required to resolve them. Beyond managing individual cases, the role will help identify recurring patterns, improve exception-handling procedures, and support initiatives that reduce payment failures and operational backlogs.

This position is suited to a professional who can work carefully with financial data, manage multiple cases, communicate findings clearly, and follow established controls when dealing with sensitive payment information.

Key Responsibilities

• Monitor payment exception queues and operational dashboards to identify failed, pending, rejected, duplicated, or otherwise irregular transactions.
• Investigate payment failures by reviewing transaction identifiers, timestamps, processing responses, account information, status changes, and available provider logs.
• Determine whether an exception is related to customer input, payment provider processing, system connectivity, transaction limits, insufficient funds, or another identifiable operational cause.
• Coordinate the resolution of payment cases with customer support, finance, technical teams, risk specialists, and external payment service providers.
• Track unresolved exceptions from initial identification through investigation, escalation, corrective action, and final closure.
• Support the investigation of refund delays, reversal requests, disputed payment records, and other transaction issues in line with documented procedures.
• Review transaction histories to identify potential duplicate processing, incomplete payment attempts, inconsistent status updates, or mismatches between internal and external systems.
• Maintain accurate case notes, investigation evidence, communications, and resolution records to support traceability and quality assurance.
• Escalate suspected unauthorised transactions, potential fraud indicators, unusual transaction patterns, or control breaches to the appropriate specialist teams without exceeding the authority of the role.
• Analyse exception volumes, failure categories, resolution times, repeat incidents, and ageing cases to identify operational weaknesses.
• Prepare recurring reports and dashboards that help stakeholders understand payment failure trends, backlog levels, provider performance, and common sources of customer friction.
• Work with technical colleagues to reproduce payment-related issues, validate system behaviour, and assess whether incidents require a software fix, configuration change, or operational workaround.
• Participate in root-cause analysis for recurring incidents and contribute recommendations to prevent similar issues from happening again.
• Review existing procedures and propose clearer workflows for case assignment, investigation, escalation, communication, and closure.
• Support user acceptance testing for payment workflow changes, provider updates, monitoring improvements, and new exception-management features.
• Help maintain operational service-level standards by prioritising urgent payment issues and keeping relevant stakeholders informed of progress.
• Ensure that customer and transaction information is handled securely and shared only with authorised parties for legitimate operational purposes.
• Collaborate with colleagues to document lessons learned from significant incidents and update internal guidance where necessary.

Requirements and Qualifications

• Experience in payments operations, transaction support, financial services operations, payment investigations, customer operations, or a related analytical role.
• Good understanding of payment processing workflows and common causes of transaction failure, delay, rejection, refund issues, and reconciliation exceptions.
• Ability to analyse transaction records and trace payment activity across multiple systems or reporting sources.
• Strong attention to detail when reviewing transaction identifiers, values, timestamps, status codes, and investigation evidence.
• Experience using spreadsheets to organise case data, identify patterns, track outstanding issues, and prepare operational reports.
• Familiarity with payment service provider portals, ticketing systems, case-management tools, transaction monitoring dashboards, or banking platforms.
• Strong problem-solving skills and the ability to investigate issues systematically rather than relying on assumptions.
• Clear written communication skills, including the ability to produce concise investigation summaries and explain complex payment issues to different stakeholders.
• Good organisational skills and the ability to manage multiple cases while maintaining accurate records and meeting operational deadlines.
• Understanding of escalation procedures, access controls, confidentiality requirements, and the importance of following approved financial processes.
• Ability to work independently in a remote environment while communicating proactively with colleagues and external partners.
• Familiarity with card payments, bank transfers, digital wallets, merchant payments, or cross-border transactions would be an advantage.
• Experience with root-cause analysis, operational quality assurance, service-level reporting, or continuous improvement initiatives would be beneficial.
• Basic SQL, API troubleshooting, or familiarity with payment error codes would be an added advantage, particularly when working with technical teams.
• Relevant education in business, finance, information systems, economics, or a related discipline is useful, although equivalent professional experience may be considered.

Benefits

• Fully remote working arrangement within Estonia.
• Opportunity to develop expertise in payment investigations, transaction reliability, and operational analytics.
• Exposure to payment systems, service providers, digital financial products, and cross-functional incident resolution.
• Collaboration with payments, technology, finance, customer support, risk, and compliance teams.
• Opportunities to contribute to process improvement, failure-rate reduction, and more efficient exception management.
• Professional development in payment operations, analytical reporting, and operational risk awareness.
• A structured working environment that encourages accurate documentation, accountability, and practical problem-solving.

Application Instructions

Interested candidates should submit an up-to-date CV demonstrating relevant experience in payment operations, transaction investigations, exception management, financial services, or operational analysis. Applications should highlight examples of resolving payment failures, investigating discrepancies, managing case queues, or improving operational procedures.

Please include details of relevant payment systems, case-management tools, spreadsheet capabilities, and reporting methods you have used. Shortlisted candidates may be invited to discuss a practical payment investigation scenario, explain how they would prioritise a backlog of exceptions, and describe how they would identify recurring causes of payment failure.

Submit your application through the official application channel associated with the vacancy. No specific company name, salary, or application contact details are provided in this advert.

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