PSP Agent - Mid Level

The PSP (Payment Service Provider) Agent is responsible for the day-to-day monitoring, processing, and troubleshooting of deposits and withdrawals across the company's payment gateways and providers. This is a mid-level role suited to someone with solid, hands-on experience in payments operations who can work with a good degree of independence, handle escalations, and support the optimization of payment flows, approval rates, and provider relationships. Key Responsibilities Monitor and process client deposits and withdrawals across all active payment gateways (e.g. Nuvei and other PSPs) in line with internal SLAs. Investigate and resolve failed, delayed, or disputed transactions, liaising directly with PSPs to troubleshoot technical or processing issues. Track and report on key payment metrics: approval rates, decline reasons, processing times, and chargeback/dispute volumes per provider. Liaise with PSPs and payment orchestrators (e.g. Praxis) on integration issues, routing configuration, and gateway performance. Escalate recurring provider issues, fraud patterns, or system errors to the Team Lead / Payments Manager with supporting data. Support the onboarding, testing, and configuration of new payment gateways, including UAT for new features such as automated withdrawal flows. Maintain accurate records and audit trails of all payment-related actions and decisions, in line with regulatory and internal audit requirements. Collaborate with Compliance, Risk, Customer Support, and Retention teams to resolve client payment queries and disputes. Contribute to process improvement initiatives aimed at increasing automation, reducing manual workload, and improving customer withdrawal experience. 2 years of experience in a payments, PSP operations, fintech, or e-wallet role, ideally within forex, trading, gaming, or a similarly regulated industry. Solid understanding of payment gateway workflows: deposits, withdrawals, chargebacks, reconciliation, and settlement. Familiarity with payment providers/PSPs and payment orchestration platforms (experience with Nuvei, Praxis, or similar is a strong advantage). Working knowledge of KYC/AML principles and how they apply to payment approvals. Comfortable working with CRM systems and back-office/payment dashboards; good Excel skills Strong attention to detail and ability to spot anomalies or irregular transaction patterns. Good written and verbal communication skills in English; additional languages are a plus. Ability to work independently, prioritize under pressure, and escalate appropriately. Experience working directly with PSP account managers or integration team Requirements 2 years of experience in a payments, PSP operations, fintech, or e-wallet role, ideally within forex, trading, gaming, or a similarly regulated industry. Solid understanding of payment gateway workflows: deposits, withdrawals, chargebacks, reconciliation, and settlement. Familiarity with payment providers/PSPs…