L2 Reconciliation Support
Job Summary
Job Description
The L2 Reconciliation Support role involves leading and executing complex issue resolution for reconciliation processes and transaction-related issues like refunds, chargebacks, and data discrepancies. This position acts as a key support resource for the reconciliation team, managing escalations, overseeing complex processes, and collaborating with stakeholders to improve workflows. The individual will drive operational efficiency, mitigate risks, provide oversight in resolving discrepancies, mentor junior staff, and support regulatory compliance. Key responsibilities include investigating and resolving aged or complex reconciliation breaks with root cause analysis, coordinating with product and engineering for system updates, supporting junior team members, communicating with internal and external stakeholders to resolve discrepancies, and ensuring inquiries are processed accurately within SLAs.
Must have:
- University degree holder with minimum GPA of 3.0
- Meticulous attention to detail, persistent, hardworking
- Strong interpersonal skills and resourcefulness
- Can-do attitude and willingness to go beyond stated scope
- Proficient in reporting and operating Excel (pivot, formulas)
- Business level fluency in English (spoken and written)
- Strong analytical skills
Good to have:
- 1-2 years of experience in financial operations support, reconciliation or settlements
4 skills required
Job Details
About the Role
The L2 Reconciliation Support is responsible for leading and executing complex issues produced from reconciliation processes, and transactions related issues (refund, chargeback, discrepancy data). The individual will serve as a key support resource for the reconciliation team, handling escalations, monitoring complex processes, and working closely with stakeholders to resolve issues and improve workflows. This role will support operational efficiency, mitigate risk, and provide oversight in resolving discrepancies while mentoring junior staff and supporting regulatory compliance.
What you will do
- Investigate and resolve aged or complex reconciliation breaks issues, providing root cause analysis and resolution plans.
- Coordinate with product & engineering teams to support reconciliation system / flow updates, enhancements, and automation initiatives.
- Support junior team members by providing guidance, reviewing their work, and assisting in training and onboarding.
- Work closely, maintain regular and accurate communications with L1 Support Team, Sales, Finance, Risk, and external custodians or fund administrators to resolve discrepancies.
- Ensure inquiries & issues are processed with high accuracy within standard Service Level Agreement, by identifying the issue, performing verifications, and proactively looking for solutions and workarounds, in both short and long term.
- Ensure follow-up action as and when necessary, by escalating to the correct stakeholders (product team, banks, payment partners)
What you will need
- University degree holder in any discipline from a reputable university with a minimum GPA of 3.0.
- Meticulous attention to even the smallest details available, persistent, hardworking and high dedication
- Possess strong interpersonal skills and display resourcefulness to resolve issues/problems with the highest accuracy.
- Must possess a “can-do” attitude, and be constantly ready to accept and perform duties beyond stated scope.
- Proficient in reporting and operating Excel (pivot, formulas, etc.).
- Speak and write in English at business level fluency.
- Strong analytical skills.
- 1–2 years of experience in financial operations support, particularly in reconciliation or settlements, would be a plus point.
About the Team
Our team thrives in a fast-paced, detail-oriented environment where collaboration and problem-solving are at the core of everything we do. As part of the reconciliation support function, we handle high-impact issues related to transactions, discrepancies, and escalations. Working here means being surrounded by dedicated professionals who value accuracy, ownership, and continuous improvement. We work closely with cross-functional teams, support regulatory compliance, and are committed to mentoring one another while driving operational excellence.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ( "GoTo" ) only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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