Fresh Jobs at Flutterwave

The Role:

• We’re looking for a Senior Associate, Chargeback & Refunds to join our Global Operations team.
• You’ll join a team that takes responsibility for identifying and reporting issues and following up on corrective actions to resolve differences and deficiencies.
• The right candidate for this role would have a solid understanding of card network rules, dispute & fraud monitoring programs, fines assessment, and dispute remediation strategies and best practices.

Responsibilities include but are not limited to:

• Processing and disputing chargebacks and refund inquiries to recover funds - including investigations of chargebacks and communications with external partners
• Analyzing information, thinking through difficult problems, and making critical decisions based on limited information
• Tracking and providing statistics on chargebacks and refunds for the Finance Team
• Tracking and maintaining fraud incident reports and other related analyzes
• Making certain that all chargeback activities are handled in accordance with regulatory requirements
• Reporting on Fraudulent vs Service related chargebacks, refunds, actions taken, and results obtained
• Communicating with our Payment Processors/Partners on our external partner’s queries
• Compiling the figures from various databases to build the team's monthly chargeback report.
• Validating chargeback reports by utilizing internal and external systems
• Providing relevant internal teams/stakeholders with transactions that have come back as chargeback or refund
• Participate in monthly, quarterly, and annual business reviews for the Compliance team.
• Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices
• Any other duties assigned

Required competency and skillset to be a waver

• Bachelor’s degree in Finance, Business Administration or a related field
• Minimum of 5 years working experience in dispute/chargeback mitigation within the payments, fintech, or financial service spaces.
• High attention to detail, well organized and excellent analytical skills.
• Strong excel skills, ability to handle large amounts of data and to compile detailed reports.
• Ability to adapt to change quickly and multi-task.
• Client engagement experience
• Ability to work as part of a team and manage projects

You’ll love this job if you;

• Have an intellectual curiosity about payments and technology
• Have high aptitude to quickly understand customer use cases and requirements
• Have the ability to drive cross-functional teams from ideation to solution
• Have the ability to manage proactive and reactive tasks effectively
• Are self-driven, self-starter, extremely passionate, goal-getter
• Are passionate about process improvements
• Are comfortable managing relationships within every aspect of the organization from senior executives to engineers
• Embrace the challenge of managing multiple activities simultaneously
• Are comfortable working in ambiguity and the constant change of life at a startup experiencing hyper growth

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The role: 

• The Analyst, Customer Experience at Flutterwave will be responsible for supporting the effective & efficient management of customers by providing first-level support and ensuring adequate resolution of customer issues received from across channels. The role will also support customer onboarding and customer retention initiatives. The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.

In this role you will:

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about Flutterwave’s products and services
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
• Maintain clear and open two-way communication with all internal Flutterwave teams to allow for great service for customers
• Ensure the contact center is always functioning. Document, report, and escalate any interruption in service to the appropriate channels
• Cross-sell other Flutterwave products and services to customers
• Send out customer feedback surveys, analyse results and share with CX and firm leadership
• Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices
• Any other duties assigned

Required competencies and skills to be a waver

• Minimum 1-2 years in a similar role within the Fintech or Banking Industry
• Excellent written and verbal communication
• Aptitude, ability and passion to solve customer queries
• Strong negotiation, influence, and persuasion skills
• Ability to deliver even in high-pressure, time-sensitive situations
• Experience with contact center tools
• Ability to work in teams to deliver on set goals
• Excellent interpersonal skills
• Ability to work with minimal supervision
• Integrity and honesty

Other requirements:

• Must be willing to work on shifts (including nights, weekends & public holidays)
• Willingness to switch roles within the team per the needs of the business