Senior Associate, Retail Operations at Flutterwave

The Role: 

• As a Senior Associate, Retail Operations, you'll ensure smooth operations of our retail products (for example: Send by Flutterwave and Tuition by Flutterwave) through leadership, prompt processing of transactions, customer’s complaint resolution, identifying and resolving issues as well as effective stakeholder’s engagement.

Responsibilities include but are not limited to:

• Reconciliations: The reconciliation will cover settlement, refund, as well as payout (Wallet)
• Dispute Management: Processing of chargeback and refund requests within the SLA whilst focus on process improvement on any operational gaps noticed
• Card Operations: The reconciliation will cover physical and virtual card settlement, refund as well as chargeback treatment
• Complaint Resolution: Will be responsible for resolving customer's complaints through dedicated channels
• Treasury: Will be responsible for monitoring and ensuring sufficient wallet liquidity on all wallets
• Transaction Review: Reviewing of transactions on status other than successful, approval of retried transfers
• Leadership: Will provide leadership to the team member(s) on issues and ensuring all escalations are resolved
• Stakeholders Engagement: Will be point of contact for both internal and external stakeholders on issues related to Send
• Documentation: The candidate will contribute in documentation of processes and Business Required Documents (BRDs)

Required competency and skillset to be a waver

• Bachelors degree in a relevant field
• Minimum of 4 years in Fintech Operations (Team leadership will be a plus)
• Proficient knowledge of Microsoft suite and experience in account/wallet reconciliation
• Knowledge of card operations, dispute management and relevant operational procedures preferred
• Understanding of the payment space, regulations, payment methods and relevant experience in Fintech operations
• Open-mindedness with improved probing skills
• Experienced in process improvement, complaint resolution and stakeholder's engagement
• Remittance experience is a nice to have
• Experience in working in a cross-functional team