Career Opportunities at Flutterwave

About the Strategic Investments Associate Role

• Flutterwave is looking for a Strategic Investments Associate. The primary responsibility of this role will be to support the overall Investor Relations team to analyze and execute fintech investments and additional strategic collaborations.

Responsibilities include but are not limited to:

• Source, screen, and pipeline potential strategic investments in alignment with our line of business sponsors and market structure players
• Assist with executing transactions related to strategic investments.
• Monitor the portfolios of the selected investments.
• Conduct valuation analyses.
• Present investment opportunities to management

Desired skills and expertise:

• Bachelor’s degree or equivalent experience required.
• Minimum of 2 years of relevant work experience with proven expertise in financial analysis
• Experience in strategy consulting or investment banking a plus
• Proficient in Microsoft Excel
• Efficient multi-tasker and ability to work & deliver under pressure.
• Excellent client management, communication, negotiation, and problem-solving skills
• Experience creating and presenting reports to executive management.
• Knowledge of and/or experience working in the African market is a plus

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About the Role

• Flutterwave is looking for an Investor Relations Associate.
• The primary responsibility of this role will be to support the overall Investor Relations team to increase shareholder value.

Responsibilities
Responsibilities include but are not limited to:

• Provide constant information and feedback to the executive management team in regard to investor feedback, suggestions, complaints, and opinions as well as market research from equity research positions.
• Work with multiple teams including Legal, Finance, Communications to present our financial standing to the financial community.
• Conduct research to identify emerging trends and topics for investor discussion.
• Utilize data to analyze Flutterwave’s position in the market, as well as that of our competitors.
• Identify possible areas for improvement

Desired Skills and Expertise

• Bachelor's Degree or equivalent experience required.
• Minimum of 2 years of relevant work experience with proven expertise in financial analysis
• Proficient in Microsoft Excel
• Efficient multi-tasker and ability to work & deliver under pressure.
• Excellent client management, communication, negotiation, and problem-solving skills
• Experience creating and presenting reports to executive management.
• Knowledge of and/or experience working in the African market is a plus.
• Proficiency in Microsoft Office Suite.

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About the Reconciliation Analyst Role

• Flutterwave is looking for a Reconciliation Analyst. This role will primarily be responsible for the effective reconciliation of Flutterwave’s receivables to ensure the accounting system reflect correct transactions and give a prompt resolution of discrepancies.

Responsibilities include but are not limited to:

• Reconciliation of transactions on all Flutterwave’s product accounts
• Maintain a clear view of payables and receivables,
• Perform daily reconciliations
• Ensure that money lost is < daily net reconciliation,
• Provide reports by; product type, channels, and country currency
• Perform research, reconciliation and resolution of all account discrepancies originating from customer, merchant or third-party errors
• Ensure spooled information regarding merchant disbursement is verified and reconciliation is set up to ensure funding and credit value is verifiable
• Regularly collate and consolidate key performance indices and be able to highlight gaps and recommend remedial actions
• Proactively think of strategic methods to improve process
• Any other duties assigned

Requirements
Desired skills and expertise:

• Proven years of experience in reconciliation
• Deep understanding of local and international card schemes settlement
• Excellent Financial analytical, strategic planning and execution skills
• High-Level attention to details
• Ability to identify errors
• Strong relationship management skills
• Ability to manage multiple priorities and meet set deadlines.
• Excellent interpersonal and communication skills.
• Excellent presentation skills
• Excellent working knowledge of all Microsoft Office Products, (PowerBI, Outlook, Powerpoint) especially Excel
• SQL/MY SQL skills to extract data from databases
• Good communication skills with the ability to express technical ideas to a non-technical audience
• Self-starter with initiative – the ability to solve problems that arise, often encountering new situations
• Work goal-oriented based on minimum supervision
• High sense of responsibility, accountability, integrity, and ethical standards
• Ability to work independently to fulfill assigned tasks

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About the Role

• Flutterwave is looking for a Contact Center Manager. This role will be responsible for shaping the future of the contact center operation, being committed to delivering a great customer contact experience through all customer engagement and customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social Media, Web reviews, Correspondence.
• This role will lead a number of CX Interns through a team of Supervisors.
• The Contact Center Manager will ensure that all channels are available to customers always, customers receive a friendly, professional, and consistently high-quality service helping to resolve various queries, close any sales inquiries and get it right the first time.

Responsibilities
Responsibilities include but are not limited to:

• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Deliver cost efficiencies and improvement in Customer Satisfaction Scores.
• Applying best practices, develop continuous process improvement, and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation consistently achieving contact handling SLAs
• Lead, inspire and co-ordinate the contact center staff at all levels to create motivated and engaged colleagues.
• Be responsible for the customer contact processes and their associated customer experience.
• Work with the CX lead to support company initiatives to drive improvements, improve efficiency and reduce complaints.
• Ensure competitive response and resolution times to customer queries and complaints.
• Ensure the Contact Center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
• Ensure that resource is fully utilized and any contact demand is effectively covered.
• Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
• Support the Customer Experience lead in driving and implementing the CX strategy for the Company.
• Any other duty assigned.

Desired Skills and Expertise

• Proven experience of leading a service-driven contact center operation with experience of managing an operation through periods of significant growth or change.
• Excellent written and communication skills.
• Ability to engage with leaders at all levels across the wider business to achieve goals and objectives.
• Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Integrity and honesty.

Other Requirements:

• Willingness to work on weekends & public holidays
• Positive attitude
• Willingness to switch roles within the team.

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About the Customer Experience Internship Role

• We are looking for a driven, passionate and committed individual to join the team as we grow and expand across Africa and beyond.
• As our Customer Experience Intern, your primary responsibility will be to support the effective & efficient management of the Contact Center by providing first-level support to customers and ensuring resolution of complaints received across all channels. The role will also support the onboarding and customer retention initiatives.
• **The Customer Experience Internship shall be for a minimum of one (1) year

Responsibilities include but are not limited to:

• Act as the first contact person for all external customer queries and complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
• Act as the first line of escalation for all customer complaints.
• Respond to emails, social media queries, chats, web reviews, or phone calls as assigned.
• Assist in ensuring the contact center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Assist in maintaining clear and open two-way channels of communication with other departments within the company.
• Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
• Examine pertinent information and determine the accuracy of customer issues and responsibility for resolution.
• Ensure effective provision of answers to questions and inquiries from the public about Flutterwave’s products and services.
• Cross-sell other products to customers
• Carry out telephone survey calls.

Requirements
Desired skills and expertise:

• Good verbal and written communication skills.
• Ability to resolve customer’s queries.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Good computer skills
• Strong Influencing and Persuasive Skills.
• Ability to handle pressure/conflict.
• Self-motivated.
• Team Player
• Excellent Interpersonal Skills
• Good problem-solving skills
• Ability to work with minimal supervision.
• Integrity and honesty

Other requirements:

• Willingness to work on shifts (including weekends & public holidays)
• Positive attitude
• Willingness to switch roles within the team