Operations Specialist at straitPay

About the Role

• As an Operations Specialist, you will play a crucial role in managing and executing high-value business transactions for clients who prefer direct assistance instead of using the app. 
• You will ensure seamless onboarding, secure transaction execution, and excellent support for business owners, B2B customers, and high-net-worth individuals (HNI). 
• Working closely with the sales, finance, and customer support teams, you will drive operational efficiency while delivering an exceptional client experience.

Key Responsibilities

Onboarding & Account Management:

• Assist business owners with manual registration and ensure secure data capture.
• Work with sales and KYC teams to collect and verify business documentation.
• Manage account creation and system integration for seamless activation.
• Ensure onboarding completion within agreed timelines and maintain accurate client records.

Transaction Execution & Verification:

• Handle large transaction requests via WhatsApp, email, or phone.
• Generate and send deal slips for transaction authorization.
• Verify payments and liaise with the finance team to confirm fund receipt.
• Execute transactions on the admin dashboard and provide digital confirmations.

Client Support & Relationship Management:

• Manage dedicated support channels, including email and WhatsApp lines, for B2B and HNI clients.
• Distribute daily exchange rates to clients to facilitate smooth transactions.
• Provide real-time support for transaction inquiries and troubleshooting.
• Maintain high response and resolution times to ensure client satisfaction.

What You Need to Succeed

• Candidates should possess relevant qualifications in a related field.
• 1-2 years of experience in fintech, banking, payments, or financial operations.
• Strong understanding of B2B transactions, financial operations, and compliance processes.
• Experience handling high-value transactions and secure payment processing.
• Excellent problem-solving skills, attention to detail, and ability to troubleshoot transaction issues.
• Ability to work cross-functionally with sales, finance, and customer support teams.
• Strong communication skills with the ability to engage and build trust with high-net-worth clients.
• Proactive, resourceful, and eager to improve operational processes.
• Fluency in both English and French is preferred, but not required.
• Proficient in Google Workspace, WhatsApp Business, Freshdesk, and Zoho Sales.

How Success Will Be Measured:

• Operational Efficiency: Timely and accurate onboarding, transaction processing, and support.
• Client Satisfaction: Delivering a seamless, high-touch customer experience.
• Problem-Solving Ability: Proactively identifying and resolving transaction issues.
• Collaboration: Effectively working with multiple teams to ensure smooth workflows.