Analyst, Card Operations at Pagatech Limited

ABOUT THE ROLE

The Card Operations Senior Analyst would be responsible for performing operational duties on card operations. He/she is responsible for responding to customer enquiries and complaints directly related to card operations. He/she would be involved in the delivery process involved for physical cards. He/she is also responsible for monitoring slack, and all other related operations that aim card operations. perform second level investigation on issues reported during operations.

PRIMARY RESPONSIBILITIES

• Provide daily information to team management on card
• Manage and report on stock levels as regards to card operations.
• Report and escalate all card related issues to the 2nd level
• Manage and ensure prompt and efficient resolution of issues logged by customers on card related issues.
• Liaise with relevant departments/units to ensure timely and efficient resolution of escalated complaints/issues.
• Manage the physical card delivery queues to enable the team deliver cards to customers within SLA.
• Carry out periodic test to ensure all processes are working
• Maintain an accurate and up-to-date log of all merchants/business
• Daily monitoring of card services and keeping log of uptime and
• Reporting down time and updating resolution on the Paga status
• Log all service request fulfillment and incident management in the CRM Perform any other duties as assigned by the Lead, Card

KEY COMPETENCIES

This role is a good fit for you if:

• You are customer-obsessed, take the initiative, and exceed
• You are a proactive, collaborative team-player.
• You can adapt quickly as situations
• You are proficient in both written and oral
• You communicate tactfully and effectively both verbally and in writing
• You have the ability to prioritize and take ownership
• You are Proficient in Ms Office - Excel, Word, and PowerPoint
• You maintain effective work relationships with cross functional teams

KNOWLEDGE AND SKILL REQUIREMENTS

• You have a good knowledge of card transaction
• You have a good knowledge of using support work tools (Admin portal)
• You have a good knowledge of Paga cards and other related products
• You have a bachelor’s degree or equivalent
• You have at least 2 to 5 years’ relevant experience working in customer service or have worked in closely related
• You have completed the mandatory NYSC