Job Description

About Straive:

Straive (earlier known as SPi Global) is a market leading content solutions company providing content creation services, course design, data operations and platform-based technology solutions.

Ed-Tech, Data Solutions, Research and Education Content Services form the core pillars of the company’s long-term vision. With the acquisition of LearningMate in 2020, Straive is an end-to end content and technology partner to K-12, higher education players, digital publishers and LMS providers. The company is a specialized solutions provider to business information providers in finance, legal, real estate, life sciences and logistics. Straive continues to be the leading content services provider to research and education publishers.

In early 2021, SPi Global rebranded itself to Straive. The rebranding exercise saw a revamp of the visual identity of the company including a new brand colour, logo, refreshed website and social channels. The name Straive encompasses the company's increased focus on AI-driven solutions and signifies its ongoing endeavor to continuously enhance the value the company brings to its customers, to its employees and to the community. The new brand logo represents Straive’s commitment to unravel the power of information by “Connecting the Dots''.

With a client-base scoping 30 countries worldwide, Straive’s multi-geographical resource pool is strategically located in eight countries - India, Philippines, USA, Nicaragua, Vietnam, United Kingdom and the company headquarters in Singapore.

Website: https://www.straive.com/ LinkedIn

Job Summary:

The Fraud and Payment Success Escalations Specialist is responsible for managing and resolving customer escalations related to fraud detection, payment issues, and transaction failures. This role involves investigating fraud claims, identifying payment failure causes, and coordinating with internal teams to improve payment success rates. The specialist will provide proactive solutions, ensure clear communication between customers and internal teams, and maintain accurate documentation to enhance the overall customer experience and process efficiency.

Key Responsibilities:

• Oversee and resolve customer escalations related to fraud detection, payment issues, and transaction failures.
• Respond to escalations promptly within established SLAs, ensuring high- quality support and resolution.
• Investigate fraud-related escalations by analyzing transaction patterns and validating customer claims.
• Work with internal fraud teams to determine outcomes and take steps to prevent recurrence.
• Identify suspicious activities for further investigation and keep thorough records of findings.
• Assist customers facing payment failures by diagnosing root causes (e.g., card declines, network issues) and work with internal teams (Payments, Treasury, Engineering) to resolve technical issues and boost success rates.
• Offer proactive solutions to minimize recurring payment-related issues.
• Act as a bridge between customers and internal teams, ensuring clear, empathetic, and timely communication during the resolution process.
• Provide updates to relevant internal stakeholders on high-priority cases or emerging trends.
• Ensure detailed and accurate documentation for each case in internal systems.
• Maintain compliance and security standards for all case documentation.
• Help generate reports on escalation trends and performance metrics.
• Offer insights and feedback to enhance escalation processes and the overall customer experience. 

Qualifications:

• 3–4 years of experience in payment operations, fraud investigations, chargeback processing, or customer support in a financial services or payments setting.
• Strong analytical skills with the ability to identify trends and resolve complex issues with precision and attention to detail.
• Excellent communication skills, both written and verbal, with a customer-first mindset, able to handle and resolve 50+ escalations or cases weekly.
• Experience with payment systems, fraud detection tools, and case management platforms (e.g., Salesforce, Zendesk, or similar).
• Comprehensive knowledge of payment processing standards, regulatory requirements, and security protocols for handling sensitive data.
• Proven track record of collaborating with cross-functional teams such as Risk, Treasury, Customer Success, and Engineering to address escalations and improve processes.
• Demonstrated ability to manage multiple tasks, meet SLAs, and deliver high quality results in a fast-paced environment.