Latest Jobs at Moniepoint

Job Purpose

At Moniepoint, we are on a mission to create financial happiness for everyone, everywhere. As an Issue Resolution Officer, you are the primary advocate for our customers when they face challenges with our loan products.

Your role is to turn a frustrating experience into a moment of relief and trust. You’ll investigate disputes, resolve complex issues, and ensure that every customer feels heard and valued. By providing fair and timely solutions, you help us maintain the integrity of our financial ecosystem and keep our promise of reliable service to millions of people.

Key Responsibilities

• Investigate & Resolve: Take full ownership of customer issues related to our loan products. You’ll conduct end-to-end investigations to find the root cause and provide a resolution that is both fair and compliant.
• Complex Case Management: Handle sensitive and escalated cases with empathy and precision. You’ll navigate tricky situations to ensure we reach the best possible outcome for both the customer and the company.
• Collaborative Problem Solving: Work closely with our technical and policy teams to fix underlying issues that impact our customers. You aren't just closing tickets; you’re helping us improve our systems.
• Maintain Integrity: Ensure every resolution follows our internal policies and regulatory standards. You’ll handle customer data with the highest level of confidentiality and care.
• Clear Communication: Keep customers updated throughout the resolution process. You’ll provide clear, human, and empathetic explanations, ensuring there’s no room for misinterpretation.
• Insights for Growth: Track and analyze trends in customer complaints. You’ll provide data-backed insights to help us prevent recurring issues and make our products even better.

Qualifications

• A degree from a reputable institution.
• 1-3 years of experience in a call center, customer service, or issue resolution role within a financial institution.
• System Savvy: You’re comfortable navigating CRM, loan management, or call management systems.
• Data Literate: You have a basic comfort level with data and can navigate multiple systems to find the information you need.
• Strong Communicator: Your verbal and written communication skills are excellent—you can explain complex policies in simple, relatable terms.

About You

• Empathetic Hero: You genuinely care about helping people. You stay calm and resilient under pressure because you know your work makes a real difference in someone’s day.
• Master of Detail: You don’t miss the small things. You follow structured workflows precisely and take pride in the accuracy of your documentation.
• Problem-Solving Mindset: You enjoy "connecting the dots" to solve a puzzle. You’re always looking for a better way to do things.
• Reliable & Professional: You hold yourself to a high standard of integrity and confidentiality. You’re a "Regular Guy" (or girl) who people can depend on to do the right thing.

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Job Purpose

The Issue Resolution Lead owns the end-to-end journey of turning customer friction into financial happiness. You'll lead a team dedicated to resolving complex complaints with fairness, speed, and mastery.

This isn't just about closing tickets; it’s about identifying why things go wrong and partnering with teams across Moniepoint to fix the root cause. You ensure that when a customer has an issue, they leave the interaction feeling heard, respected, and supported.

Key Responsibilities

• Lead and Coach: Guide a team of Issue Resolution Officers, setting clear quality standards and fostering a culture of mastery and empathy.
• Own the Escalation Path: Act as the final point of contact for complex issues, providing clear, factual, and regulatory-facing responses when needed.
• Root Cause Mastery: Analyse recurring complaints to find the "why" and collaborate with Product and Engineering teams to implement permanent fixes.
• Guard Compliance: Ensure all resolutions align with internal policies, data privacy laws, and regulatory guidelines without making the process feel bureaucratic.
• Standardise Excellence: Develop and continuously improve SOPs, resolution playbooks, and FAQs so the team always has the best tools to help our users.
• Data-Driven Insights: Track and report on performance metrics like SLA adherence and customer satisfaction to drive continuous improvement.
• Audit Readiness: Support regulatory reviews by maintaining impeccable case documentation and evidence of fair resolution.

Qualifications

• 3+ years of experience in customer support or issue resolution within fintech or financial services.
• At least 2 years in a leadership or supervisory role, with a track record of coaching teams to success.
• Deep analytical skills—you can see the pattern in the data and know how to act on it.
• Exceptional communication skills; you can explain complex fixes in simple, human terms.
• A high bar for integrity and accountability.

Preferred Qualifications

• Experience working with CRM and ticketing systems (e.g., Zendesk, Freshdesk, or Salesforce).
• Knowledge of Nigerian financial regulations and data privacy requirements.
• Experience in a fast-growth startup or scale-up environment.

About You

• You're a Problem Solver: You enjoy connecting the dots and bringing order to messy situations.
• You're Relatable: You speak like a human, not a manual. You understand that behind every ticket is a person trying to run a business or manage their life.
• You have Grit: You don't settle for "good enough." You take one step at a time to drive momentum and improve our systems.
• You're a Systems Thinker: You build for scale, creating processes that work today but can grow with us tomorrow.

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Job Purpose

The Quality Assessment Lead is the guardian of service excellence at Moniepoint. You are responsible for ensuring that every interaction—whether in sales, collections, or support—meets our high standards of mastery and empathy.

You don’t just "check boxes"; you identify the stories behind the data, coaching our teams to improve and ensuring our customers always interact with a knowledgeable, relatable, and reliable partner.

Key Responsibilities

• Design the Framework: Build and implement robust quality assurance frameworks that define what "great" looks like across all agent functions.
• Master the Review Process: Conduct deep-dive reviews of calls, tickets, and cases to ensure compliance, accuracy, and a human touch.
• Drive Insights: Track and analyze key metrics like First Call Resolution (FCR) accuracy, CSAT drivers, and error trends to find the "why" behind the numbers.
• Empower through Coaching: Provide structured, actionable feedback and coaching recommendations that help our agents grow as professionals.
• Solve Root Causes: Identify why quality failures happen and collaborate with stakeholders to implement systemic fixes rather than just treating symptoms.
• Collaborative Improvement: Work closely with training and product teams to update scripts, refine procedures, and develop training materials that boost overall efficiency.
• Support Growth: Lead agent retraining initiatives based on quality insights, ensuring our frontline is always equipped to succeed.

Qualifications

• 3+ years of experience in a call center or high-volume support environment.
• At least 2 years of experience in team management, quality assurance, coaching, or training.
• Exceptional attention to detail—you notice the things others miss.
• Strong leadership and stakeholder management skills; you can influence teams and collaborate effectively across the business.
• High ethical standards with a deep commitment to candour, integrity, and accountability.
• Proven ability to identify root causes and recommend effective, scalable solutions.

Preferred Qualifications

• Experience with QA software (e.g., Klaus, MaestroQA) and CRM systems like Zendesk or Salesforce.
• Data visualization skills or experience using BI tools to report on quality trends.
• Experience in fintech or financial services, with an understanding of relevant compliance standards.

About You

• You're a Guardian of Standards: You have a high bar for excellence and take pride in helping others reach it.
• You're a Coach at Heart: You enjoy seeing people improve and know how to deliver feedback in a way that is supportive and motivating.
• You're Analytical: You love connecting the dots between individual interactions and macro trends.
• You're Organized: You can manage multiple priorities and deadlines without losing your focus on quality.