Support Executive – L2

About Paywize

Paywize is building India's first Fintech Operating System, powering businesses with secure and scalable solutions for payouts, collections, connected banking, and digital financial services. Our platforms handle high-volume, transaction-heavy systems for enterprises, banks, and startups, enabling faster growth with trust and compliance.

About the Role

The Support Executive – L2 (Fintech) provides second-level support for financial products, transactions, and operations within the fintech ecosystem. This role handles escalated customer queries, internal finance requests, and complex operational issues to ensure timely resolution, accuracy, and compliance with regulatory standards.

Key Responsibilities

Escalation Handling & Issue Resolution

• Resolve escalated queries related to payments, wallets, loans, digital banking, or other fintech products.
• Investigate and troubleshoot transaction failures, reconciliation discrepancies, and account-related issues.
• Collaborate with internal teams (Operations, Finance, Product, Tech) to ensure timely resolution.

Transaction Monitoring & Reconciliation

• Review and reconcile payments, settlements, refunds, and other financial transactions.
• Identify exceptions, discrepancies, and errors in a timely manner and take corrective action.
• Maintain accurate logs of all L2 interventions and resolutions.

Compliance & Regulatory Adherence

• Ensure all support activities comply with KYC/AML guidelines, data privacy laws, and internal fintech policies.
• Assist in audit preparation, reporting, and regulatory compliance checks.
• Identify potential risks or process gaps and escalate appropriately.

Process Improvement & Documentation

• Suggest improvements to workflows, tools, and processes to reduce recurring issues.
• Document standard operating procedures (SOPs) for L2 support activities.
• Participate in training and knowledge-sharing sessions for L1 and L2 teams.

Stakeholder Coordination

• Act as a point of contact between customer support, finance, operations, and technical teams for escalated cases.
• Communicate resolution updates clearly to internal teams and customers when required.
• Support management with reporting, analysis, and process metrics.

Required Qualifications

• Bachelor's degree in Finance, Commerce, Accounting, or related field.
• 2–4 years of experience in fintech operations, finance support, or L2 support roles.
• Strong understanding of payments, digital wallets, banking operations, or lending workflows.
• Proficiency in Excel, CRM systems, and fintech platforms.
• Analytical, detail-oriented, and strong problem-solving skills.

Preferred Qualifications

• Prior experience in fintech companies, digital payments, or banking technology.
• Knowledge of regulatory requirements like KYC/AML, PCI-DSS, and data privacy compliance.
• Exposure to financial transaction monitoring, reconciliation, or audit processes.
• Ability to handle high-pressure situations and prioritize tasks effectively.

Key Competencies

• Analytical thinking & problem-solving
• Customer focus & stakeholder management
• Attention to detail & accuracy
• Compliance awareness & risk management
• Process-oriented mindset & continuous improvement
• Communication & collaboration skills

Job Type: Full-time

Pay: ₹300, ₹400,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• Total support executive L-2 experience (years)?
• Have you worked in L1, L2, or escalation support? Which level are you most experienced in?
• Which types of products have you supported (payments, wallets, lending, banking, etc.)?
• Which CRM, ticketing, or support systems have you used (e.g., Zendesk, Freshdesk, Salesforce)?
• Current CTC (₹ per annum)?
• Expected CTC (₹ per annum)?
• Earliest joining date (Immediate / Serving Notice – specify date)
• Current Location (City)?
• Native / Hometown Location?
• Highest Education Qualification?
• Year of Completion?

Work Location: In person