Job Openings at Kuda Bank

We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

• Generate performance reports for agents on a regular basis.
• Conduct deep dives on CSAT, response times, and document insights.
• Ensure quality evaluations across diverse channels (calls, chats, emails, etc.).
• Monitor interactions and track team and individual performance.
• Review support agents' conversations based on internal standards.
• Ensure compliance with SOPs and conduct feedback sessions.
• Identify knowledge gaps, provide regular coaching for improvement.
• Initiate process improvement programs when necessary.
• Coordinate call calibration sessions for internal evaluation consistency.
• Assess major customer-impacting processes and recommend improvements.
• Identify and share best practices for continual business improvement.
• Conduct need-analysis for effective customer touchpoint service delivery.
• Research, assess, and implement local and international best practices

Requirements

• B.Sc. (Six sigma certifications (Yellow or Green belt) an added advantage.
• Minimum of 2-3 years’ experience in a similar role
• Proficient in implementing and upholding quality assurance methodologies for customer experience.
• Workforce Management experience.
• Ability to design, conduct, and evaluate customer interactions using standardized audit procedures to ensure quality and performance adherence.
• Strong analytical skills for interpreting data, identifying trends, and generating impactful reports for continuous improvement.
• Competent in using CRM systems, quality assurance software, and relevant tools to monitor and enhance customer interactions.
• Effective communication skills to provide constructive feedback and communicate quality standards to customer service representatives.
• Proven ability to identify and implement process improvements in the customer experience journey.
• Familiarity with key customer satisfaction metrics (CSAT, CES, NPS) to drive improvements in customer experience.
• Problem-solving Aptitude:
• Strong problem-solving abilities to address challenges related to customer interactions, service quality, and process efficiency.

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Role Overview

As the Collections and Underwriting Manager, you will be responsible for overseeing and optimizing the performance of the underwriting and collections teams. Your primary focus will be on developing and implementing effective underwriting standards, procedures, and policies to evaluate borrower creditworthiness and manage portfolio risk across retail lending products.

Responsibilities

• Manage a team of underwriters, collection agents, and analysts, including recruitment, training, development, and performance management
• Develop and implement underwriting standards, procedures, and policies for all retail lending products to effectively evaluate borrower creditworthiness and manage portfolio risk
• Oversee the underwriting process from application through decisioning to ensure consistency, accuracy and compliance with policies and regulations
• Monitor portfolio performance metrics including delinquencies, losses, and recoveries; analyze trends and recommend strategies to optimize results
• Establish collection policies and procedures, including account segmentation, treatment strategies, contact strategies, promise-to-pay options, settlement authority.
• Develop and manage collections performance metrics such as promise-to-pay ratios, contact rates, promise ratios, roll rates, and recovery rates. Identify trends and continuously refine strategies.
• Manage timelines for accounts moving through collections cycle, ensuring appropriate treatment strategies are utilized based on delinquency status.
• Oversee late stage collections including pre-charge off activities, lien perfection, repossessions, foreclosures, bankruptcies, probate/estates.
• Determine appropriate use of internal collections staff versus placement with external collection agencies. Establish agreements and manage relationships with third party agencies.
• Monitor performance of external agencies, ensuring compliance with regulations and company policies.
• Implement collections technology solutions to increase productivity and enhance strategies. Stay current on collections best practices.
• Develop tailored workout programs to maximize recoveries including loan modifications, payment plans, settlements.
• Ensure collections practices adhere to all applicable regulations and consumer protection laws.
• Partner with other business leaders to balance portfolio growth with risk management and deliver on broader organizational objectives
• Participate in new product development, providing input on credit risk factors, underwriting criteria, and portfolio implications
• Contribute to long-term credit strategy by analyzing competitive intelligence, emerging trends, and regulatory changes to identify growth opportunities
• Stay current on industry best practices, lending technologies, and data analytics to identify opportunities for increased efficiency and reduced costs

Requirements

• Minimum of 6-7 years of experience in financial services/ fintech, with a focus on loan recovery and managing loan portfolios
• Proven track record in loan recovery
• Demonstrated experience in managing loan portfolios
• Extensive background in financial services or Fintech, underscoring a deep understanding of the industry's nuances and dynamics
• Solid understanding of Credit regulation within the Nigeria banking industry
• BSc in Accounting, Economics, Banking, Finance and Commerce (or relevant fields)

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About the role

As a Lead Fraud Analyst, you'll play a pivotal role in safeguarding our business and customers from fraudulent activity. You'll be a strategic thinker and problem solver, constantly innovating to stay ahead of evolving fraud schemes.

Key responsibilities:

• Proactive Fraud Prevention: Implement robust measures to identify and mitigate fraud risks before they materialize, ensuring the security of our financial systems and data.
• Expert Investigations: Lead comprehensive investigations into suspected fraud, gathering evidence, collaborating with stakeholders, and resolving cases efficiently and effectively.
• Swift Action & Resolution: Respond promptly to any hint of fraud, minimizing financial losses and ensuring timely action to protect customers.
• Clear Communication: Keep stakeholders and customers informed throughout the investigation process, providing transparent and accurate updates on findings and resolutions.
• Continuous Improvement: Stay abreast of emerging fraud trends, analyze data to identify patterns, and propose proactive strategies to enhance our fraud prevention efforts.
• Maintain and manage a database of all fraud cases, investigative operations, and results of the analysis. 
• Investigation /Resolution of all e-transaction complaints 
• Prepare/Review and Render fraud reports to NIBSS and management weekly and monthly. 
• Prepare/Review and Render Fraud and Forgeries reports to CBN every month end. 
• Prepare/Review and Render BVN watchlist report to the Nigerian Interbank Settlement System.
• Monthly retrieval and implementation of all BVN watchlisted within the industry and ensuring all accounts linked in Kuda are deactivated and placed on PND for onward closure by CS. 
• Providing data of all watchlisted BVN industry-wise every month to IS control, compliance, Risk/ credit admin. 
• Providing data of fraudulent accounts to Risk team for credit Qualifying, profiling, and overdraft deactivation. 
• Preparation of quarterly fraud report to the board of directors. 
• Monitoring of all naira denominated e-transactions across all channels. 
• Monitoring of out-of-pattern transactions using Sift and Looker. 
• Review of electronic transactions based on predetermined rules. 
• Monitoring all electronic transactions, high-risk transactions, and activities occurring through multiple channels, including deposit accounts, online banking (OLB)/e-commerce, debit card (EFT), etc 
• Make requests to other banks to provide footage of fraudulent ATM withdrawals reported by our customers. 
• Review of inward and outward indemnities prepared by the Fraud team members to recall funds from Kuda to other banks and other banks to Kuda.           
• Identification of process gaps, themes, trends, and lessons learned from investigations to support the continuous improvement of the Bank’s product and control environment. 
• Develop and drive fraud risk management strategy for current and new products. 
• Conducting interviews to obtain information helpful in resolving financial crimes. 
• Liaise with stakeholders, internal teams, merchants, banks, etc., concerning fraud investigation and resolution. 
• Update the team's SOP were necessary and ensure compliance with internal/regulatory requirements. 
• Conduct cause and effect analysis for fraud cases and document findings. 
• Implement loss prevention countermeasures and effectively communicate those countermeasures with employees and/or customers while the investigation is in progress. 
• Work with law enforcement, regulatory agencies, and industry peers on incident-specific issues that may require follow-up and criminal trends. 

Requirements

• University degree in a relevant field.
• Minimum of 6 years of experience
• Managerial experience is essential
• Financial service/ Fintech experience is a must
• CFE Certification is advantageous
• Sharp analytical mind: You'll dissect complex data and identify subtle red flags to uncover fraudulent activities.
• Decisive action: You'll react swiftly and decisively to mitigate risks and minimize losses.
• Investigation expertise: You'll possess a strong understanding of fraud investigation methodologies and best practices.
• Excellent communication: You'll clearly articulate complex findings to both technical and non-technical audiences.
• Teamwork: You'll collaborate effectively with internal and external stakeholders to achieve common goals.

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Role Overview

We are looking for a creative Copywriter to write clear and concise copy for ads, publications and websites. Your words will inform and engage target audiences. Our ideal candidate is a team-spirited, skilled and imaginative writer with an eye for detail. If you can grasp project requirements quickly and offer valuable insight, we’d like to meet you.

Responsibilities

• Write clear, attractive copy with a distinct voice
• Interpret copywriting briefs to understand project requirements
• Collaborate with designers, PR and other professionals on large- and small-scale marketing projects (e.g. email campaigns and landing pages)
• Conduct high-quality research and interviews
• Edit and proofread copy as needed
• Use SEO principles to maximize copy’s reach.

Requirements

• 5 years experience as a copywriter or related role
• Knowledge of online content strategy and creation
• Excellent writing, editing and proofreading skills
• Experience with SEO
• Strong research skills
• Collaborative spirit
• Excellent time-management and organizational skills.