PSP 2nd Line Agent

PSP 2nd Line Agent PSP 2nd Line Agent At Made of Storm, we are professional headhunters dedicated to connecting top-tier talent with leading companies in the iGaming industry. Our focus is on identifying and attracting the best professionals who can drive success in this dynamic market. We are looking for a PSP 2nd Line Agent to join an international PSP company developing end-to-end payment infrastructure. In this role, you'll work with payment providers, investigate complex payment cases, and help ensure the stability and accuracy of financial operations. Your Mission: — Resolve payment-related issues and incidents; — Process Jira escalations related to deposits, withdrawals, and refunds; — Communicate with payment service providers regarding transaction processing; — Review financial reconciliations and investigate discrepancies; — Analyze users' payment history and investigate complex payment cases; — Participate in chargeback investigation and dispute resolution. Your Unique Contribution: — Experience in Payments, Financial Operations, FinTech, Customer Support, or a related field; — Strong written English communication skills; — Analytical mindset and excellent attention to detail; — Ability to work with financial data and large volumes of information; — Experience with Jira or similar ticketing systems is a plus; — Willingness to work in a shift-based schedule. Will be a Plus: — Experience working with Payment Service Providers (PSPs) and a good understanding of payment processing; — Experience handling chargebacks, refunds, and financial reconciliations; — Technical education or experience working at the intersection of IT and payment systems. What's in It for You: — Official employment under Serbian labor legislation; — Hybrid work format in Belgrade; — Paid onboarding from your first working day; — Quarterly performance bonuses based on KPI achievement; — Shift schedule 2/2 (day shifts: 07:00–19:00 / 08:00–20:00 / 09:00–21:00 / 10:00–22:00 / 11:00–23:00 ; night shift 20:00–08:00 only one month every six months ); — Corporate benefits (technical equipment, English classes, fitness and wellness program, gifts for special occasions, etc.); — Corporate parties and team-building events. Department PSP Locations Serbia Remote status Hybrid