Operations Support Officer at Avetium Consult Limited

Responsibilities

• Review and validate onboarding data to ensure accuracy and completeness.
• Cross-check submitted documentation against internal policies and regulatory requirements & resolve data discrepancies or missing information.
• Maintain accurate records and audit trails of all validation and onboarding activities while ensuring full compliance with data protection, privacy, and regulatory standards.
• Support continuous improvement initiatives for onboarding and data validation processes while managing onboarding for customers, agents, and merchants, including tracking, monitoring, and evaluating onboarding progress.
• Act as the primary point of contact for customers, delivering exceptional service and resolving inquiries efficiently.
• Build and maintain strong relationships with internal and external stakeholders to optimize business operations and achieve organizational objectives.
• Log all customer complaints in the Customer Relationship Management (CRM) system, follow through to resolution, and provide timely feedback to customers.
• Implement robust Know Your Customer (KYC) procedures to verify the identities of new clients and partners.
• Conduct comprehensive due diligence, background checks, and documentation validation to ensure compliance with financial regulations.
• Handle card-related customer requests and issues promptly to ensure seamless service delivery.
• Investigate and resolve delayed or failed card transfers and withdrawals to maintain high customer satisfaction.
• Ensure strict compliance with internal policies and regulatory standards governing banking operations.
• Communicate effectively with internal and external stakeholders to provide timely updates on Banking operation progress.
• Organize and archive records to support easy access, auditing, and reporting requirements.
• Review transaction logs and supporting documentation to validate customer claims and disputes.
• Collaborate with internal teams and external partners to achieve timely and effective dispute resolution.
• Maintain accurate chargeback records and reports for audit, compliance, and performance reviews.
• Perform any other duties as required, consistent with the scope of the role and level of responsibility

Requirements

• B.Sc./HND in Social Sciences or related discipline.
• Relevant post graduate qualification may be an added advantage.
• 0-3 years’ experience in area of specialization.
• Experience in onboarding administration within the financial industry, with a strong understanding of banking operations and requirements.
• In-depth knowledge of financial industry regulations and compliance standards, including cards operations and customer escalation resolution.
• Exceptional attention to detail with strong organizational and time-management skills.
• Excellent written and verbal communication, with strong interpersonal abilities.
• Proficient in using software and digital tools for documentation, record keeping, and reporting.