ZEDWALLET Back Office Support

Job description

Job Summary:
We are seeking a highly motivated and detail-oriented individual to join our team as a ZEDWALLET Back Office Support. The successful candidate will be responsible for providing operational and administrative support to ensure the smooth functioning of the ZEDWALLET platform. This role involves monitoring transactions, resolving Agents/Merchants and customer issues, and ensuring compliance with regulatory requirements. The ideal candidate will have a strong understanding of mobile money systems, customer focused, excellent problem-solving skills, and the ability to work in a fast-paced environment.

Key Responsibilities:

Transaction Monitoring:

Monitor ZEDWALLET transactions in real-time to ensure they are processed accurately and efficiently.
Identify and resolve any transaction discrepancies or failures.
Generate and analyze daily transaction reports to identify trends and potential issues.

Customer Support:

Provide second-level support for customer, Agents/Merchant inquiries and issues escalated from the front-line support team.
Investigate and resolve customer and business complaints related to ZEDWALLET transactions, including failed transactions, delayed payments, and account issues.
Liaise with other departments to ensure timely resolution of customer issues.

System Audit:

Perform routine checks on the ZEDWALLET system to ensure it is functioning correctly.
Coordinate with the technical and other function teams to resolve any system outages or performance issues.
Assist in the testing and implementation of system upgrades and new features.

Compliance and Reporting:

Ensure all ZEDWALLET operations comply with regulatory requirements and company policies.
Prepare and submit regular reports to management on transaction volumes, system performance, and customer issues.
Assist in internal and external audits by providing necessary documentation and information.

Fraud Prevention:

Monitor transactions for suspicious activity and report any potential fraud to the relevant authorities.
Implement and follow up on fraud prevention measures as directed by the fraud management team.

Training and Documentation:

Develop and maintain operational manuals and documentation for ZEDWALLET back-office processes.
Provide training and support to new team members and other stakeholders as needed.

Qualifications:

Education:

Bachelor’s degree in Business Administration, Information Technology, Finance, or a related field.

Experience:

Minimum of 2-3 years of experience in a back-office support role, preferably within the mobile money or financial services industry.

Technical Skills:

Proficiency in using Mobile money systems and other relevant software.
Knowledge of MS Excel, PowerPoint and data analysis tools is a plus.

Analytical Skills:

Strong analytical and problem-solving skills with the ability to interpret complex data.

Communication Skills:

Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.

Attention to Detail:

High level of accuracy and attention to detail in handling transactions and preparing reports.

Regulatory Knowledge:

Understanding of regulatory requirements related to mobile money services.

Key Competencies:

Customer Focus:

Commitment to providing high-quality customer service.

Teamwork:

Ability to work collaboratively with other team members and departments.

Adaptability:

Flexibility to adapt to changing priorities and work environments.

Integrity:

High ethical standards and professionalism in handling sensitive information.

Application Process:
Interested candidates with the requirements stated may e-mail applications consisting of letter and CV only, in a single document. Please indicate the job title in the subject of your e-mail.

Note that only those that follow application instructions will be considered, only shortlisted candidates will be contacted.