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Senior Associate, Retail Operations at Flutterwave

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Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.

We are recruiting to fill the position below:

Job Title: Senior Associate, Retail Operations

Location: Lekki, Lagos (Hybrid)
Employment type: Full-time
Department: Global Operation

The Role

  • As a Senior Associate, Retail Operations the candidate ensures smooth operations of our retail products (for example: Send by Flutterwave and Tuition by Flutterwave) through leadership, prompt processing of transactions, customer’s complaint resolution, identifying and resolving issues as well as effective stakeholder’s engagement

Responsibilities

  • Reconciliations: The reconciliation will cover settlement, refund, as well as payout (Wallet)
  • Dispute Management: Processing of chargeback and refund requests within the SLA whilst focus on process improvement on any operational gaps noticed
  • Complaint Resolution: Will be responsible for resolving customer’s complaints through dedicated channels
  • Treasury: Will be responsible for monitoring and ensuring sufficient wallet liquidity on all wallets
  • Transaction Review: Reviewing of transactions on status other than successful, approval of retried transfers
  • Leadership: Will provide leadership to the team member(s) on issues and ensuring all escalations are resolved
  • Stakeholders Engagement: Will be point of contact for both internal and external stakeholders on issues related to Send
  • Documentation: The candidate will contribute in documentation of processes and Business Required Documents (BRDs)

Requirements
Required competency and skillset to be a waver:

  • Bachelor’s Degree in a relevant field
  • Minimum of 4 years in Fintech Operations (Team leadership experience will be a plus)
  • Proficient knowledge of Microsoft suite and experience in account/wallet reconciliation
  • Knowledge of dispute management and relevant operational procedures and regulations
  • Understanding of the payment space, regulations, payment methods and relevant experience in Fintech operations
  • Open-mindedness with improved probing skills
  • Experienced in process improvement, complaint resolution and stakeholder’s engagement
  • Remittance experience is a nice to have
  • Experience in working in a cross-functional team

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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