Job Title: Risk & Compliance Customer Support Associate
Location: Lekki, Lagos
Employment: Type Full-Time
Department: Risk – Africa
The Role
- Support the effective & efficient management of customer experience by providing first-level support and ensuring adequate resolution of customer issues received from various channels.
- The Customer Support Associate will be responsible for all customer inquiries as it relates to Risk and Compliance
Principal Duties and Responsibilities
- Ensure prompt and effective handling of customer, merchant, and partner queries on all risk and compliance-related cases.
- Act as the first point of contact for all internal and external customer queries and complaints on risk & fraud received via channels such as email, social media, chat, phone calls, etc.
- Ensure prompt escalation of risk & fraud complaints to the appropriate risk team.
- Ensure all risk & fraud 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.
- Cross-sell other Flutterwave products and services to customers
- Send out customer feedback surveys, analyze results, and share with CX and firm leadership.
- Any other duty assigned by the Risk/CX Leadership
Competency and Skill Requirements
- Background in Risk & Compliance function
- 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.
- Result-oriented – always focused on completing tasks on time, accurately, and efficiently.
- 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)
- Authorization to work in the country without sponsorship
Application Closing Date
Not Specified.
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Job Features
Job Category | Risk/Credit/Finance/Insurance/Investment |