Payments Back Office Specialist – Escalations & Accounts

Nuvei; Bogotá ciudad; Hybrid; COP 44,640,000 - 78,120,000; Full time

Job summary

Nuvei in Bogotá is seeking a BackOffice Specialist to accurately investigate, process, and resolve escalations and account maintenance requests. This role requires strong technical knowledge of payment systems and a meticulous, quality-driven approach to ensure merchant account integrity.

You will type, verify, and update merchant profiles, support onboarding, and assist with policy compliance while collaborating with internal teams to meet SLAs in a fast-paced environment.

Qualifications

• Strong technical aptitude to learn multiple systems.
• Experience in payment processing or financial services preferred.
• Excellent analytical, problem-solving and investigative skills.
• Exceptional attention to detail and accuracy.
• Strong English written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.
• Understanding of payment systems, transaction flows, and merchant configurations.

Responsibilities

• Review, assign, and manage escalations based on complexity, priority, and technical requirements.
• Perform root-cause analysis to resolve merchant and internal escalations efficiently and accurately.
• Ensure all cases are completed within established SLAs.
• Communicate directly with merchants to gather required documentation, clarify technical issues, and confirm successful resolution.
• Update merchant profiles and complete account maintenance with precision.
• Troubleshoot and support onboarding, missing transaction retrieval, and configuration issues.
• Collaborate with processors and internal teams to resolve system issues.
• Provide technical support to Customer Experience teams for escalated cases.

Skills

Technical aptitude

Attention to detail

English communication

Problem solving

Multitasking

Education

Experience in payment processing or financial services

Tools

CPanel

Job description

Nuvei in Bogotá is seeking a BackOffice Specialist to accurately investigate, process, and resolve escalations and account maintenance requests. This role requires strong technical knowledge of payment systems and a meticulous, quality-driven approach to ensure merchant account integrity.

You will type, verify, and update merchant profiles, support onboarding, and assist with policy compliance while collaborating with internal teams to meet SLAs in a fast-paced environment.