Payments Operation Intern

If you're seeing this form, the role is open.

About Oolka :

• We are a Series A fintech start up looking to disrupt consumer fintech using AI

• We are backed by one of the biggest global VCs and a marquee list of angel investors globally

• Founded by Utkrishta Kumar (ex Chief Business Officer, Meesho)
  
  About the role:
  
  Oolka processes lakhs of rupees in bill payments daily through BBPS. We're looking for a Payment Operations Intern to manage failed transactions, coordinate retries and refunds, run recovery campaigns, and own payment-related escalations through resolution, ensuring no case is left unresolved.
  
  Key responsibilities:
   

• Payment Recovery Campaigns: Own recovery campaigns for users with failed or stuck payments. Define target audiences, validate campaign files, launch push notifications and WhatsApp nudges using CleverTap and Gupshup, and track delivery and recovery metrics.

• Retries and Refunds: Manage the daily queue of failed and stuck payments, classify failure reasons, initiate retries, mark eligible transactions as paid, and process refunds while ensuring successful closure.

• Payment Reconciliation and Monitoring: Track transaction statuses across payment systems, identify discrepancies, validate payment outcomes, and ensure transactions are accurately resolved.

• Customer Experience (CX) Escalations: Investigate payment-related escalations by reviewing transaction trails, sharing clear findings with the CX team, and owning cases through final resolution.

• Campaign Performance: Monitor notification delivery, user engagement, and payment recovery rates. Identify performance drops and take corrective action promptly.

• Reporting and Tracking: Maintain daily trackers covering transaction volumes, failure reasons, retry success rates, refund ageing, campaign performance, and pending escalations.

• Cross-functional Coordination: Work with CX, product, engineering, and payment partners to resolve recurring failures and improve payment recovery processes.

Required qualifications:

• Freshers or candidates pursuing/completed a degree in Engineering, Business Administration, Commerce, Finance, or a related field.

• Basic understanding of digital payments, UPI, bill payments, refunds, or online transactions is an added advantage.

• Good working knowledge of Excel or Google Sheets, including basic formulas, data validation, and data tracking.

• Strong analytical and problem-solving skills, with an eye for detail and accuracy.

• Comfortable working with large datasets, tracking transaction statuses, and maintaining daily operational reports.

• Good written and verbal communication skills to coordinate with internal teams and handle payment-related escalations.

• Willingness to learn tools such as CleverTap and Gupshup for customer communication and recovery campaigns.

• Strong ownership, attention to detail, and the ability to follow up on pending tasks until closure.

• Ability to work in a fast-paced startup environment and manage time-sensitive operational tasks.