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.
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
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.