Latest Jobs at Moniepoint Inc. (Formerly TeamApt Inc.)

Job Purpose

• To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. To be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. As managers, they play a major role in hiring, training, and mentoring the customer success team. They are also in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

Responsibilities

• Have a good understanding of the organization's products
• Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Provide proactive strategy with their assigned customer accounts
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• As the Live Customer Support team lead, you'll be responsible for line management of several Customer Support Officers. This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they, in turn, become Senior Customer Success Managers, able to work with our biggest or most complex customers.

Qualification

• Bachelor's degree and 5 years of experience in a customer-facing role within a Fintech or a similar company, such as Customer Success, Customer Support, or Account Management
• Previous experience in a team leadership or supervisory role
• Possess strong phone, written, and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated, and a true team player
• Experience working with senior and executive-level customer contacts
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Well-organized, with high attention to detail and the ability to prioritize
• Excellent communication skills
• Strong analytical and problem-solving abilities
• Proficiency in using customer support software and tools
• Proactivity
• Ability to handle escalated situations
• Strong organizational and time management skills
• Has experience in leading a team

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About the Role:

• As the Head of Operations for Address Verification, you will oversee and optimize the process of physically verifying customer addresses.
• You will manage a team of field agents and business relationship managers to ensure that address verifications are completed promptly and accurately.
• This role will require you to develop efficient processes, ensure adherence to regulatory compliance, and lead operational excellence to support our KYC processes.

Key Responsibilities:

Team Leadership & Management:

• Lead, mentor, and manage the team of field agents and business relationship managers responsible for physical address verifications.
• Develop and implement operational training programs to ensure team efficiency and compliance with internal processes.
• Set and monitor performance metrics for the verification teams, ensuring high productivity and service quality.

Operational Strategy & Process Optimization:

• Design and implement streamlined processes for physical address verification, ensuring they are scalable and efficient.
• Ensure operations align with regulatory KYC requirements, developing solutions for potential challenges and ensuring compliance with local laws.
• Continuously improve the verification process by analyzing data, identifying bottlenecks, and implementing improvements.

Stakeholder Collaboration:

• Work closely with the Compliance and Legal teams to ensure address verifications are completed according to regulatory guidelines.
• Collaborate with the Digital Address Verification team to ensure cohesive operations between physical and digital verification processes.
• Maintain relationships with external vendors or partners involved in physical verifications.

Quality Assurance & Risk Management:

• Implement quality assurance programs to ensure the accuracy and completeness of physical address verifications.
• Identify risks and challenges in the verification process, proposing and implementing solutions to mitigate these risks.
• Develop a system for handling escalations and resolving verification disputes in a timely manner.

Technology & Reporting:

• Collaborate with the technology team to integrate verification processes with internal systems and tools, ensuring smooth operational workflow.
• Oversee the implementation of GPS or geotagging technologies to support the field agents during verifications.
• Monitor, report, and provide insights on operational metrics, including the success rate of verifications, turnaround time, and customer satisfaction.

Budgeting & Resource Allocation:

• Prepare and manage the department's operational budget, ensuring optimal use of resources.
• Forecast staffing and resource needs based on operational goals, ensuring the team is well-equipped to handle verification volume.

Requirements:

Experience:

• A minimum of 7-10 years of experience in operations, logistics, or field management, preferably in fintech, banking, or related industries.
• Proven experience managing large teams, including field agents and relationship managers.
• Experience working in KYC, fraud prevention, or regulatory compliance is highly desirable.

Skills:

• Strong leadership and people management skills, with a track record of driving team performance and productivity.
• Excellent project management and process optimization skills, with the ability to design scalable operations.
• Solid understanding of KYC regulations and address verification processes.
• Data-driven mindset, with the ability to analyze metrics and drive continuous improvements.
• Tech-savvy, with experience using operations management software, CRM tools, and reporting systems.

Education:

• Bachelor's degree in Business Administration, Operations Management, or a related field (advanced degree preferred).

Other Qualifications:

• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Ability to adapt to a fast-paced, evolving environment and manage multiple priorities effectively.
• Excellent problem-solving skills, with a proactive approach to identifying issues and implementing solutions.

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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.

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