JOB TITLE: Back-office Officer
JOB LOCATION: Lagos
JOB DETAILS:
Role Purpose
- This role is responsible for all related back-end functions ranging from activating, troubleshooting to implementing platform changes and ensuring that there’s operational synergy up to resolution and feedback to customers.
Responsibilities
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- Manage specific back office queues / dashboards for complaint resolution and subsequent feedback to customers.
- Collate and dispatch all payment related complaints via all payment channels. This involves validating claims, batching payment receipts and consolidating complaints for processing by the treasury team
- Spool, schedule and batch complaints escalated from various touch points requiring second level checks, authentication and validation before subsequent processing.
- Update resolution feedback received from cross functional units including field technicians, treasury and billing on various platforms and relationship management tools
- Directly manage complaints emanating from various financial institutions and integrators (NIBSS, Interswitch & ETOP) regarding payments and other customer account validation requests.
- Provide first level support for all CCRs across the touch points for complaints that requires validation and second level checks.
- Manage complaints via the IE customer portal; this involves scheduling and strategically mapping them to various Business Units & sister departments.
- Provide backend/ technical support to the various social media backend platforms (Livechat, Twitter & Facebook).
- Directly manage system generated requests from the Customer Service section of the website; this includes: Request for new connection, Whistle blowers, Energy theft reports, and bill delivery options.
- Liaise with cross functional units (NMD, VSL, Billing, Treasury & IT) in resolving complaints around Mismatch (Name, Address & Tariff), Token generation (Key Change, Factory set, Credit Token), credit claims, confirming customer account updates (IE PINS, CONLOG) and other oversight functions.
- Carry out all other functions as designated in line with achieving the departmental objectives.
Minimum Qualifications
- Relevant Bachelor Degree with a minimum of 2 – 3 years relevant work experience in a back office position in a service company.
Technical Competencies:
- Quality Assurance Management.
- Customer Support.
- Customer Focus.
- Payment Solutions/ Strategy.
- Data Gathering & Analysis.
Behavioral Competencies:
- Communication and Interpersonal Relations.
- Supervisory/Managerial Skills.
- Problem Solving and Decision Making.
- Managing Resources.
- Business Focus.
Apply Now
Deadline: May 14, 2021
Job Features
Job Category | Finance Officer - Receivables |