Risk & Compliance 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 ideal candidate 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

• At least 2 years of relevant background in a 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