AKHONA MZWEMPI

• Coordinated with internal departments to reconcile payments, ensure accurate accounting entries, and verify transaction data.
• Participated in disaster recovery exercises for Payment Operations team, ensuring preparedness in the event of a system failure or data loss.
• Contributed to system improvements by submitting feedback on payment-related processes, software enhancements or fixes needed
• Handled customer escalations regarding payment issues, providing prompt resolutions and maintaining high levels of satisfaction.
• Collaborated with cross-functional teams to resolve payment issues and improve overall operational efficiency.
• Maintained up-to-date knowledge of banking regulations affecting Payment Operations Specialist''s responsibilities, ensuring ongoing compliance.
• Maintained compliance with industry regulations, ensuring smooth payment operations and reducing risk of penalties.

• I process and analyze payment instructions in different countries (Turkey, Pakistan, Nigeria, Bangladesh, Morocco, Algeria, Saudi Arabia & South Africa)
• Interact and collaborate with the different areas of the company such as Product, Engineering, Customer Success and Compliance to improve product performance, and remain compliant to local regulations.
• Engage daily with banks, payment processors, and clients to assure the
  efficiency of the payments systems and resolve issues
• Test new payment integration before we go live, and keep current integration up to standard

• Supported day to day operations related to global customer payments and payment gateways.
• Collaborated with the engineering, community, and operations teams to identify operational areas of improvement and create and monitor new processes to keep teams as efficient as possible.
• Perform bank and payment provider reconciliations and investigate any issues that are identified
• Assist with running new integrations through testing before launch.
• Exercise maintenance of current integrations and operations and identify areas of improvement based on current practices.
• Implement and execute processes related to internal audits, quality control, compliance, and training
• Assist with customer support queries of a technical nature as well as refunds and Investigate and resolve queries with external banks and payment providers

• Reading, prioritizing, and responding to customer queries via live chat and emails
• Maintaining and managing customer relationships and expectations.
• Using my customer knowledge to help optimize customer engagement
processes and contribute to the Luno product strategy.
• Supporting payment processing operations.
• Verifying customer documentation and guiding them through the
onboarding process
• Monitoring transactions, investigating, and reporting suspicious activity.
• Highlighting processes that can be more customer centric.
• Overall, I was the face of Luno and created amazing customer experiences for our users.