Account Support Officer

About Fincra


We believe Africa is the new frontier of financial opportunity. Our mission is to build the API infrastructure to connect all of Africa to the rest of the world.

Fincra is a cross-border payment infrastructure for financial institutions and global businesses. We’re a licensed Money Service Business & FX Broker. We provide APIs that enable financial institutions, fintechs and global businesses to make global payments, exchange foreign currency, operate multi-currency bank accounts and mobile money wallets.

We are a Techstars alumni building a team of rockstars, builders, and people who are obsessed about making a difference with the quality of their work. Our people are our greatest assets and competitive advantage and we treat them with this understanding.


About the Role

We are seeking a results-oriented Account Support Officer to interact with customers to provide and process information in response to inquiries, concerns and requests about our products and services.


Reporting Line

This role reports to the Treasury Manager


What We Looking For In You

  • Excellent written and verbal communication skills, with the ability to explain challenging situations in a concise and user-friendly manner to customers.-

  • Experience working at a Fintech, payments service provider, technology vendor or within financial services-

  • History of building long-term relationships with high customer satisfaction and client retention

  • Eager to learn new skills and willing to get involved in a variety of projects-

  • Strong sense of team mentality and reliability

  • Enthusiastic and passionate about the Fintech industry

  • You can deal with high pressure situations with poise, diplomacy, and tact

  • Have experience in a customer-facing role in a tech-lead organisation (1-2 years)

  • Are a natural problem-solver with a passion for providing best-in-class experience to users

  • Have a strong work ethic, attention to detail and a positive, solution-oriented mindset


What You'll Be Expected To Do at Fincra

  • Respond to inbound member inquiries effectively and thoroughly, ensuring total member satisfaction.

  • Assisting merchants and partners with general queries

  • Assist any individual contacting the service desk

  • Contributes ideas and suggestions to improve on service delivery

  • Identify recurring incidents and trends, and escalate appropriately

  • Monitor for problems, taking immediate action where possible and escalating when required

  • Keeping abreast with changes and updates to the company's product and services

  • Explain the onboarding, KYC/AML process clearly to the clients to make sure the clients are not confused

  • Checking customer’s information/ proofing all documents submitted is complete and accurate

  • Receive feedback from customers to be included in process improvement process

  • Engaging backend team on the priority of settlement(First come first out basis)

  • Providing evidences of payment and other important document to customer

  • Collaborate with internal stakeholders to optimize the customer experience and align on the revenue growth strategy

Great to have skill sets for success in this role

  • First degree in any social science discipline

  • 1-3 years experience in customer service

  • Great interpersonal skills

  • Excellent communication skills- verbal, written and listening skills

  • Problem analysis and problem-solving

  • Attention to detail and accuracy

  • Data collection and ordering

  • Adaptability

  • Initiative

  • Stress tolerance


 How To Apply

Please send an application tailored to the role that speaks to us. Your cover letter should explain how your skills and experiences make you uniquely qualified to excel in this role. We especially look at applications that stand out. We appreciate well-articulated writings, don’t be afraid to TL: DRWe would strive to get back to you to inform you if the position has been filled, after the application deadline. We will also let you know our reasons, on request.