BackOffice Specialist

Nuvei; Bogotá; Presencial; COP 111.790.392 - 157.205.240; Jornada completa

Descripción de la vacante

Nuvei is seeking a BackOffice Specialist in Bogotá, Colombia, to handle payment processing escalations and account maintenance in a hybrid model. The ideal candidate will exhibit strong technical aptitude and experience in financial services, capable of problem-solving multiple priorities while ensuring the highest level of accuracy.

This role requires collaboration with internal teams and merchants, demanding excellent analytical skills, attention to detail, and proficiency in both English and Spanish. Join a diverse workplace that values empowerment and innovation.

Formación

• Experience in payment processing or a related technical operations environment preferred.
• Ability to manage multiple priorities and meet strict deadlines.

Responsabilidades

• Investigate and resolve escalations and account maintenance requests.
• Perform detailed root-cause analysis for efficient escalation resolution.
• Update merchant profiles and maintain strict data accuracy.

Conocimientos

Technical aptitude

Analytical skills

Problem-solving skills

Attention to detail

English communication

Organizational skills

Understanding of payment systems

Descripción del empleo

BackOffice Specialist

Bogotá, Bogota, Colombia – Hybrid

Nuvei is a Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next‑gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services.

Your Mission

The BackOffice Specialist is responsible for accurately and timely investigating, processing, and resolving escalations and account maintenance requests. This role requires strong technical expertise within payment processing systems, exceptional attention to detail, and a commitment to quality and compliance. The BackOffice Specialist plays a critical role in maintaining merchant account integrity, resolving complex issues, and ensuring service levels are consistently met.

Key responsibilities include, but are not limited to:

Escalation Management & Investigation

• Review, assign, and manage incoming escalations based on complexity, priority, and technical requirements.
• Perform detailed root‑cause analysis to resolve merchant and internal escalations efficiently and accurately.
• Ensure all cases are completed within established service level agreements (SLAs).
• Communicate directly with merchants to gather required documentation, clarify technical issues, and confirm successful resolution.

Technical Account Maintenance

• Update merchant profiles, process system changes, and complete account maintenance with a high level of precision.
• Build, configure, and correct terminal setups and merchant processing profiles.
• Reprocess transactions and complete manual re‑keys while maintaining strict data accuracy and compliance.
• Troubleshoot and support APM onboarding, missing transaction retrieval, and CPanel configuration issues.

Financial & Compliance Support

• Review and submit refund requests to Finance with proper documentation and validation.
• Address U.S. tax‑related escalations and ensure compliance with applicable requirements.
• Monitor refund activity and transaction processing to ensure accuracy and timely completion.

Collaboration & Internal Support

• Work closely with processors and internal teams to resolve system issues and technical discrepancies.
• Provide technical support to Customer Experience teams for complex or escalated cases.
• Assist HR and internal stakeholders with employee system access and third‑party platform credentials.

Operational Excellence

• Maintain accurate and thorough documentation within internal ticketing systems.
• Support inbound escalations and provide coverage during peak periods to maintain service levels.
• Contribute to weekly and monthly operational projects and continuous improvement initiatives.
• Manage Profile Change queues and ensure all updates are completed the first time correctly.
• Perform additional duties as assigned.

Qualifications & Experience include, but are not limited to:

• Strong technical aptitude and ability to learn and navigate multiple systems and platforms.
• Experience in payment processing, financial services, or a related technical operations environment preferred.
• Excellent analytical, problem‑solving, and investigative skills.
• Exceptional attention to detail and commitment to quality and accuracy.
• Strong English written and verbal communication skills.
• Ability to manage multiple priorities and meet strict deadlines in a fast‑paced environment.
• High level of accountability, organization, and professionalism.
• Strong understanding of payment systems, transaction flows, and merchant configurations.
• Effectively prioritizes workload to meet service level agreements and deadlines.
• Responds effectively to changing priorities and high‑volume periods.

Working Language

• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.
• Spanish.

Nuvei is an equal‑opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are.