Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, they processed $182 billion and are Nigeria's largest merchant acquirer. Their mission is 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.

• Job Location: Lagos (Hybrid)
• Employment Type: Full-Time
• Experience Required: 1–3 years in a call center, customer service, or issue resolution role within a financial institution

• Investigate & Resolve: Take full ownership of customer issues related to loan products. Conduct end-to-end investigations to find the root cause and provide fair and compliant resolutions.
• Complex Case Management: Handle sensitive and escalated cases with empathy and precision.
• Collaborative Problem Solving: Work closely with technical and policy teams to fix underlying issues that impact customers.
• Maintain Integrity: Ensure every resolution follows internal policies and regulatory standards; handle customer data with confidentiality.
• Clear Communication: Keep customers updated throughout the resolution process with clear, human, and empathetic explanations.
• Insights for Growth: Track and analyze trends in customer complaints; provide data-backed insights to prevent recurring issues.

• 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.
• Comfortable navigating CRM, loan management, or call management systems.
• Basic comfort level with data; ability to navigate multiple systems to find information.
• Excellent verbal and written communication skills — can explain complex policies in simple, relatable terms.

How to Apply
Interested candidates should apply directly through the Greenhouse portal using the link below:
https://job-boards.eu.greenhouse.io/moniepoint/jobs/4822088101

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