Customer Finance Coordinator (Remote)

About Us: Platinumlist.net, a pioneering leader in the online event guide and ticketing solution industry, has been revolutionizing the event landscape in the Gulf region since 2009. As the largest ticketing provider in the GCC, we proudly serve an extensive array of events across the United Arab Emirates, Saudi Arabia, Oman, Bahrain, Qatar, and Kuwait from our Dubai-based headquarters.

Your Role: The Customer Finance Coordinator is responsible for bridging the gap between the Finance and Customer Support teams, ensuring seamless communication and the timely resolution of customer inquiries related to payments, refunds, and other financial matters. The position will primarily focus on managing customer financial inquiries, refunds, cancellations, and payment-related concerns, contributing to high customer satisfaction while adhering to company policies and financial protocols.

This role requires someone with a strong understanding of the ticketing industry, customer service, and financial operations. The role is fully remote and requires flexibility to support multiple GCC markets.

Key Responsibilities:

• Address and resolve customer payment-related inquiries, including issues with failed payments, discrepancies, or delays.
• Collaborate with the Customer Support team to ensure timely and effective responses to financial matters.
• Investigate and resolve financial discrepancies, ensuring all inquiries are logged and tracked appropriately.
• Assist in managing manual and auto refunds for canceled events or customer requests.
• Ensure compliance with company policies and accurate processing of refund requests.
• Track refund statuses and ensure customers and stakeholders are kept informed in a timely manner.
• Handle customer withdrawal requests for resold tickets, ensuring proper documentation and approval.
• Work closely with the E-Payment Specialist to prepare and process resale withdrawal requests.
• Monitor and update the resale payment workflow to ensure efficiency and accuracy.
• Serve as the liaison between the Finance and Customer Support teams for payment, refund, and financial issues.
• Respond to customer inquiries regarding payment statuses, fraud flags, and refund progress.
• Escalate unresolved issues to the appropriate teams or management for further investigation.
• Collaborate with the Fraud and Refunds Specialist to monitor, identify, and address flagged fraud cases.
• Report suspicious activities and provide support for fraud risk mitigation, including working with payment providers to whitelist users when necessary.
• Maintain detailed logs of customer financial inquiries, ensuring proper documentation for audits and internal records.
• Generate reports on recurring issues to identify trends and suggest process improvements.
• Provide feedback to the Finance Manager based on insights gained through customer interactions, helping to streamline financial processes.
  
  
  

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.
• Minimum of 4 years of experience in a ticketing, travel or e-commerce related role.
• Previous experience working directly with end users, such as in front desk roles, or in high-intensity industries like travel agencies, airlines, airports, or customer-facing finance positions is a plus.
• Experience handling financial transactions, refunds, and customer payment issues in a high-volume environment.
• Proficiency in communication platforms (e.g., Slack, Intercom) or similar tools.
• Familiarity with ERP systems or payment platforms (e.g., ticketing or e-commerce systems) is a plus.
• Basic understanding of financial processes such as refund workflows, reconciliations, and transaction cycles.
• Attention to Detail: Ensures accuracy in handling payment and refund inquiries.
• Problem-Solving: Resolves financial-related issues promptly and efficiently.
  Time Management: Ability to manage multiple customer inquiries and requests within set deadlines.
• Minimum B2 level in English (C1 and C2 are a surplus). Strong communication skills are essential.

• A dynamic and inclusive work environment.
• The opportunity to work on high-impact financial operations across the GCC region.
• A chance to contribute to the entertainment industry and help shape experiences for thousands of users.