Risk & Compliance Customer Support Associate at Flutterwave

The role: 

• Support the effective & efficient management of customer experience by providing first-level support and ensuring adequate resolution of customer issues received from various channels.
• The Customer Support Associate will be responsible for all customer inquiries as it relates to Risk and Compliance

Principal Duties and Responsibilities

• Ensure prompt and effective handling of customer, merchant, and partner queries on all risk and compliance-related cases.
• Act as the first point of contact for all internal and external customer queries and complaints on risk & fraud received via channels such as email, social media, chat, phone calls, etc.
• Ensure prompt escalation of risk & fraud complaints to the appropriate risk team.
• Ensure all risk & fraud queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about Flutterwave’s products and services.
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what.
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements.
• Maintain clear and open two-way communication with all internal Flutterwave teams to allow for great service for customers.
• Cross-sell other Flutterwave products and services to customers
• Send out customer feedback surveys, analyze results, and share with CX and firm leadership.
• Any other duty assigned by the Risk/CX Leadership

Competency and Skill Requirement

• Background in Risk & Compliance function
• Excellent written and verbal communication
• Aptitude, ability, and passion to solve customer queries.
• Strong negotiation, influence, and persuasion skills
• Ability to deliver even in high-pressure, time-sensitive situations.
• Experience with contact center tools
• Ability to work in teams to deliver on set goals.
• Result-oriented – always focused on completing tasks on time, accurately, and efficiently.
• Excellent interpersonal skills
• Ability to work with minimal supervision.
• Integrity and honesty

Other requirements

• Must be willing to work on shifts (including nights, weekends & public holidays)
• Authorization to work in the country without sponsorship