Operations Support Officer at PalmPay

About the Role

• Operations Support in BNPL focuses on supporting Dealers, Sales Agents, Business Developers and Sales managers throughout their Buy Now Pay Later journey.
• It ensures that users understand the BNPL product, make payments on time, and have a positive experience, which in turn drives adoption and loyalty.

Responsibilities

• Receive NEW/TOP Dealer data from BI and populate the working sheet.
• Reach out to Dealers via phone call or whatsapp message / calls.
• Follow the NEW/TOP Dealer workflow process to engage each dealer and get the required feedback.
• Escalate to manager urgent issues received or raised by NEW/TOP dealers via whatsapp or phone call.
• Ensure each data point is populated with detailed information.
• Reach out twice daily to unreachable Top Dealers via whatsapp or text if they are unable to reach them via phone call.
• Share the support form with NEW/TOP Dealer who require to send more detailed support feedback at a later time.
• Monitor and update the support tracker with relevant milestones for each Top Dealer supported.
• Ensure that issues raised are resolved within SLA of 3 working days or escalated.
• Handle customer inquiries, complaints, and feedback promptly and professionally.
• Ensure compliance with company policies, data protection rules, and financial service regulations.
• Conduct periodic follow-ups to ensure for Sales and reduction of overdue.

Qualification and Requirements

• Bachelor’s, HND and OND Degree in Business, Marketing, Finance, or a related field.
• Minimum of 1–2 year's experience in sales, customer service, or fintech (BNPL or POS experience is an advantage).
• Strong communication, negotiation, and interpersonal skills
• Proficiency in Microsoft Office tools (Word, Excel) and CRM platforms
• Excellent problem-solving and customer-handling skills
• Self-motivated, result-oriented, and a good team player
• Familiarity with fintech products and the Nigerian digital payment ecosystem is a plus.