Issue Resolution Officer

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.

What We Do

At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.

Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.

Location: Lagos (Hybrid)

Job Purpose

At Moniepoint, we are on a mission to create financial happiness for everyone, everywhere. As an Issue Resolution Officer, you are the primary advocate for our customers when they face challenges with our loan products.

Your role is to turn a frustrating experience into a moment of relief and trust. You’ll investigate disputes, resolve complex issues, and ensure that every customer feels heard and valued. By providing fair and timely solutions, you help us maintain the integrity of our financial ecosystem and keep our promise of reliable service to millions of people.

Key Responsibilities

• Investigate & Resolve: Take full ownership of customer issues related to our loan products. You’ll conduct end-to-end investigations to find the root cause and provide a resolution that is both fair and compliant.
• Complex Case Management: Handle sensitive and escalated cases with empathy and precision. You’ll navigate tricky situations to ensure we reach the best possible outcome for both the customer and the company.
• Collaborative Problem Solving: Work closely with our technical and policy teams to fix underlying issues that impact our customers. You aren't just closing tickets; you’re helping us improve our systems.
• Maintain Integrity: Ensure every resolution follows our internal policies and regulatory standards. You’ll handle customer data with the highest level of confidentiality and care.
• Clear Communication: Keep customers updated throughout the resolution process. You’ll provide clear, human, and empathetic explanations, ensuring there’s no room for misinterpretation.
• Insights for Growth: Track and analyze trends in customer complaints. You’ll provide data-backed insights to help us prevent recurring issues and make our products even better.

Qualifications

• A degree from a reputable institution.
• 1-3 years of experience in a call center, customer service, or issue resolution role within a financial institution.
• System Savvy: You’re comfortable navigating CRM, loan management, or call management systems.
• Data Literate: You have a basic comfort level with data and can navigate multiple systems to find the information you need.
• Strong Communicator: Your verbal and written communication skills are excellent—you can explain complex policies in simple, relatable terms.

About You

• Empathetic Hero: You genuinely care about helping people. You stay calm and resilient under pressure because you know your work makes a real difference in someone’s day.
• Master of Detail: You don’t miss the small things. You follow structured workflows precisely and take pride in the accuracy of your documentation.
• Problem-Solving Mindset: You enjoy "connecting the dots" to solve a puzzle. You’re always looking for a better way to do things.
• Reliable & Professional: You hold yourself to a high standard of integrity and confidentiality. You’re a "Regular Guy" (or girl) who people can depend on to do the right thing.

What Success Looks Like

• Customer disputes are resolved within our agreed-upon timelines (SLAs).
• Customer satisfaction scores (CSAT) for resolved issues remain consistently high.
• You identify a recurring trend that leads to a permanent product or policy improvement.
• Your documentation is clear, accurate, and always ready for a compliance check.

What We Offer You

• Culture: We put our people first and prioritize the well-being of every team member. We’re human, we listen, and we look out for one another.
• Learning: We’re big on growth. You’ll find an environment focused on knowledge sharing, training, and helping you reach your potential.
• Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, along with other great benefits.

What to Expect in the Hiring Process

1. A preliminary phone call with our recruiter.
2. An interview with the hiring team.
3. A final conversation with a member of our executive team.

Moniepoint Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.