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Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
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Job Purpose
The Issue Resolution Officer is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. The customer support officer is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers' experience can be further optimized based on analysis of the issue log or customer requests.
Responsibilities
- Have a good understanding of the organisation’s products
- Provide quick and high-quality customer service through prompt and valuable responses to customer queries.
- Ensure every customer support request is logged for tracking
- Lower support tickets by working with the product team to identify and eliminate recurring issues.
- Guide customers on product usage while driving customer self-sufficiency.
- Solicit client feedback on product features and capabilities
Qualifications
- Bachelor’s degree in any related field
- 1-2 years customer-facing experience at a financial institution or a high-growth software development company.
- Have a good understanding of card disputes ( Banking experience or other related fields)
- Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
- Ability to think analytically to solve customer problems
- Customer Empathy
- Listening and communication skills
- Service-oriented mindset
- Ability to grasp basic technical concepts.
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Support Officer you will be working with the leadership of the organization to ensure the company merchants are compliant with regulatory KYC requirements and protect the company from being involved with individuals or entities associated with financial crime.
Responsibilities
- Review and risk assessment of new client relationships
- Performing due diligence, requesting KYC information and documentation and writing a client risk Assessment for recommendation to Management;
- Plan and track client periodic reviews;
- Periodic review of client relationships and update Client Risk Assessments;
- Conduct incident and event-driven client review;
- Collaborate with the Data & Documents Team
- Communicate effectively with internal and external parties to obtain documentation;
- Supply administration support where required in the completion of KYC reporting activities
Requirements
- Ordinary National Diploma
Degree is required
- Experience and knowledge of customer onboarding, Corporate/SME/Business account opening, requirements particularly in the correspondent banking space
- 0 - 1 year of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment
- Client Service experience or Front Office experience
- Compliance knowledge is an added advantage
- Attention to detail
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About the role
Unauthorized transactions, fraudulent and erroneous transactions are unfortunate but common trends in financial applications. Customers erroneously transfer funds to wrong recipients, unauthorized transactions are made from customers' accounts or unexpected system errors result in funds being in the wrong hands.
When any of these happen, there's a need to recover funds from the affected customers or institutions, hence the need for a NIP Dispute and Fraud Officer
NIP Dispute Officers will be responsible for tracking, monitoring and managing the recovery process for transactions in the categories listed above.
NIP Dispute Officers will be able to analyze transactions for anomalous patterns in a bid to proactively identify erroneous transactions and take necessary actions promptly to prevent or minimize loss and reputational damage to the financial institution.
On identification of erroneous transactions via reports from external sources or observation of transactions, NIP Dispute and Fraud Officers would work with relevant institutions or customers towards funds recovery. These institutions would include banks, local, state and federal law enforcement agencies.
As this role involves communication with multiple stakeholders, customers and banking partners, and management of financial transactions, this role requires excellent communication skills, critical and creative thinking skills, strong analytical skills and excellent organizational skills.
Success in this role is recovering as many funds as possible, and keeping accurate records of recovery exercises.
Responsibilities
- Research transactional anomalies and analyze information produced to detect any patterns of unusual internal or external conduct, identify risk policy breakdowns, and recognize fraudulent activities.
- Manages high volume caseload and investigates allegations and issues pertaining to financial fraud.
- Documents investigations, including preliminary and final case reports, for both internal tracking and regulatory reporting purposes.
- Maintains liaison relationship with local, state and federal Law Enforcement and prosecutes suspects that conduct criminal activity. Attends court hearings when required.
- Works with various departments to identify and eliminate fraud in an expeditious manner to minimize loss to the Credit Union and its' members.
- Performs account and loan reviews of credit union members and employees as warranted to control existing fraud risks.
- Builds relationships with Compliance and Legal Departments, effectively communicating and transferring information for case investigations.
- Responsible for developing investigative plans, gathering and evaluating facts, conducting investigative interviews, writing investigative reports, handling calls of an emergency nature, and interacting with the law enforcement/intelligence community.
- Effectively communicates and provides fraud/investigative reporting with team members, leaders, and others involved in the credit union system.
- Assists team members of the front line and back-office functions with questions/concerns on identified instances of fraud or potential fraud.
- Creates and delivers fraud training of all staff for organization-wide fraud awareness.
Requirements
- Bachelor Degree or HND in Banking or related field required
- 2-3 years of experience in payment operations or related role is required.
- Experience with electronic investigations including but not limited to online banking
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JOB PURPOSE
As a field credit officer, you would be saddled with the duty of onboarding and managing businesses that would access our credit products. You would be tasked with growing your loan portfolio while maintaining profitability by ensuring that all loans are repaid as at when due. As a result, you would play a vital role in the assessment of these businesses during their credit application and leverage upon innovative tools we have developed to help you monitor their performance during the course of the loan.
You would also be responsible for making deductions from several information sources pertaining to the 5Cs of credit with capacity, character and capital as major priorities. Making recommendations to management before, during and after the disbursement of a loan facility as to the best actions to be taken, taking several economic factors into consideration.
Location: Katsina (Contract)
Job Responsibilities
- Identify and onboard viable businesses within your assigned geographical area to open business accounts with Moniepoint
- Engage customers to ensure optimal usage of accounts in order to allow them qualify for access to credit
- Review and approve (or decline) loan requests by thoroughly analyzing all the data available
- Embark on physical visitation to potential borrowers’ business places for evaluation of business books, taking inventory and turnover into consideration
- Meet gross loan portfolio targets and portfolio profit targets by maintaining a healthy number of loan customers while ensuring that all loans in portfolio are performing
- Monitor active loan portfolio to ensure continued use of business account and loan repayment performance
- Perform all other credit related functions as may be assigned by a supervisor
Qualifications
- A minimum of an OND in any business related discipline
- A minimum of 2 years experience in a sales role for credit products in a financial institution
- Demonstrable knowledge of credit risk analysis
- A good knowledge of financial analysis is an added advantage
- Must be resident in Katsina
Relevant Skills
- Apt attention to details
- Proven simple/complex analytical skills
- Excellent communication, presentation and interpersonal skills
- Agility and perseverance
go to method of application »
JOB PURPOSE
As a field credit officer, you would be saddled with the duty of onboarding and managing businesses that would access our credit products. You would be tasked with growing your loan portfolio while maintaining profitability by ensuring that all loans are repaid as at when due. As a result, you would play a vital role in the assessment of these businesses during their credit application and leverage upon innovative tools we have developed to help you monitor their performance during the course of the loan.
You would also be responsible for making deductions from several information sources pertaining to the 5Cs of credit with capacity, character and capital as major priorities. Making recommendations to management before, during and after the disbursement of a loan facility as to the best actions to be taken, taking several economic factors into consideration.
Location: Ondo (Contract)
Job Responsibilities
- Identify and onboard viable businesses within your assigned geographical area to open business accounts with Moniepoint
- Engage customers to ensure optimal usage of accounts in order to allow them qualify for access to credit
- Review and approve (or decline) loan requests by thoroughly analyzing all the data available
- Embark on physical visitation to potential borrowers’ business places for evaluation of business books, taking inventory and turnover into consideration
- Meet gross loan portfolio targets and portfolio profit targets by maintaining a healthy number of loan customers while ensuring that all loans in portfolio are performing
- Monitor active loan portfolio to ensure continued use of business account and loan repayment performance
- Perform all other credit related functions as may be assigned by a supervisor
Qualifications
- A minimum of an OND in any business related discipline
- A minimum of 2 years experience in a sales role for credit products in a financial institution
- Demonstrable knowledge of credit risk analysis
- A good knowledge of financial analysis is an added advantage
- Must be resident in Ondo
Relevant Skills
- Apt attention to details
- Proven simple/complex analytical skills
- Excellent communication, presentation and interpersonal skills
- Agility and perseverance
Method of Application
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