Job Vacancy: Job title: Risk & Compliance Support (Lagos)
Job description: Job Description:
Our client is a key player in the Fin-tech Space. They have built a trusted payment infrastructure that allows consumers and businesses to make and receive payments conveniently, and border less. They are currently looking to hire a Risk & Compliance Support Officer in Lagos.
Job Summary
The ideal candidate will be responsible for all customer inquiries as it relates to Risk and Compliance, support the effective & efficient management of customer experience by providing first-level support and ensuring adequate resolution of customer issues received from various channels.
Job 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 company’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 company teams to allow for great service for customers.
● Cross-sell other company 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.
Job Requirements
● At least 2 years of relevant background in a 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
Location: Lagos, Lagos State
Job date: Fri, 04 Aug 2023 01:26:11 GMT
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