Overview

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.

Job Position: Senior Associate, Retail Operations

Job Location: Lekki, Lagos (Hybrid)

Job Description

  • 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

Job Responsibilities

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

Job Requirements
Required competency and skillset to be a waver:

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

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

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