Payments Operations Specialist

At Xevera, we deliver AI-powered, multilingual customer support for one of the world's leading multi-asset brokers. 

Since 2018, our team of 1,000+ people from 62 nationalities has empowered over 1 million clients in 130+ countries to trade with confidence—combining 27 languages, human care, fintech expertise and cutting-edge tech.

The role is based in our office in Kuala Lumpur, Malaysia.  In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

The Payment Operations Specialist at Exness ensures the smooth and secure execution of client payment transactions within the company's financial ecosystem. The role focuses on monitoring, processing, and troubleshooting client deposits and withdrawals while identifying potential abuse or fraud. Its main goal is to maintain a controlled and trustworthy payments environment that enhances clients' overall experience with Exness.

• Process withdrawals (pendings) – top priority task (at least 50% of work time).
  Support customer queries through the case management system related to deposits and withdrawals.
• Identify and resolve issues related to transaction processing by conducting analysis and following troubleshooting procedures.
• Take relevant action in case of PSP downtime or unscheduled maintenance (e.g., turning off or switching provider).
• Assist PSPs by providing sufficient information (transaction details, error messages, screenshots captured by customers) to carry out investigations on their side
• Act as the main point of contact for existing PSPs and communicate with them through various channels (phone, email, chat).
• Collaborate with relevant departments to follow up and close payment-related cases.
• Analyze data to identify irregular client activity patterns and abnormal behavior.
• Collate information to identify potential system faults and prevent abuse issues.
• Work with internal teams to enhance operational efficiency and payment processes.
• Contribute to maintaining a secure, compliant, and client-centric payments operation.

• Bachelor's degree in Finance, Business Administration, or a related field is an advantage
• Experience in payment operations, financial services, or transaction processing is preferred
• Approximately 1–3 years of relevant experience
• Strong analytical skills and attention to detail
• Proficiency in English (oral and written)
• Good organizational and administrative abilities
• Proficiency in Excel/Google Sheets and Google Docs
• Strong problem-solving skills
• Excellent communication and interpersonal skills
• Initiative and a communicative team-player mindset
• Pleasant personality combined with a dynamic professional attitude
• Eager to learn and develop
• Flexibility to work shifts (morning, evening, night) and weekends as per schedule
• Ability to work on public holidays (with compensation in leave days)

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• "Get to know Team" trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Meal and transport allowance
• Free gym membership and monthly wellness allowance for your sport or fitness of choice
• Holiday flight and accommodation coverage after 1 year of service

At Exness, we know that changing jobs - and changing countries - is a big step. That's why relocation with Exness is different. We make it smooth, supported, and truly life-changing.

1. Intro call with Recruiter (30 minutes)
2. English check (if needed)
3. Hiring Manager Interview (60 minutes)
4. Final interview (60 minutes)

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Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.