User Operation Specialist at Crossover Microfinance Bank

About the Role

• We are seeking a highly organized and customer-focused User Operations Specialist to support our growing user base and improve the overall user experience.
• The ideal candidate will be responsible for managing user inquiries, resolving issues efficiently, analyzing user feedback, and collaborating with cross-functional teams to enhance operational processes.

Key Responsibilities

• Serve as the primary point of contact for user inquiries, complaints, and support requests.
• Investigate, troubleshoot, and resolve user issues within agreed timelines.
• Monitor user activities, identify operational gaps, and escalate critical issues.
• Analyze user trends and feedback to recommend process improvements.
• Prepare periodic reports and insights to guide decision-making.
• Ensure all user interactions meet company service standards.

Requirements

• Bachelor’s degree in any relevant field.
• 3 - 4 years’ experience in user operations, customer support, or related roles
• Strong analytical, communication, and problem-solving skills.
• Proficiency with CRM tools, support systems, and productivity software.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• High level of professionalism, empathy, and attention to detail.