Analyst, Card Operations at Paga Nigeria

Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose - to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.

We are recruiting to fill the position of:

Job Title: Analyst, Card Operations

Location: Yaba, Lagos
Department: Business Operations
Sector: Card Operations
Reports To: Lead, Card Operations
Career Level: Grade 5

About the Role

• The Card Operations Senior Analyst would be responsible for performing operational duties on card operations.
• He/she is responsible for responding to customer enquiries and complaints directly related to card operations.
• He/she would be involved in the delivery process involved for physical cards.
• He/she is also responsible for monitoring slack, and all other related operations that aim card operations. perform second level investigation on issues reported during operations.

Primary Responsibilities

• Provide daily information to team management on card
• Manage and report on stock levels as regards to card operations.
• Report and escalate all card related issues to the 2nd level
• Manage and ensure prompt and efficient resolution of issues logged by customers on card related issues.
• Liaise with relevant departments/units to ensure timely and efficient resolution of escalated complaints/issues.
• Manage the physical card delivery queues to enable the team deliver cards to customers within SLA.
• Carry out periodic test to ensure all processes are working
• Maintain an accurate and up-to-date log of all merchants/business
• Daily monitoring of card services and keeping log of uptime and
• Reporting down time and updating resolution on the Paga status
• Log all service request fulfillment and incident management in the CRM Perform any other duties as assigned by the Lead, Card

Knowledge and Skill Requirements

• You have a Bachelor's Degree or equivalent
• You have 2 to 5 years’ relevant experience working in customer service or have worked in closely related
• You have a good knowledge of card transaction
• You have a good knowledge of using support work tools (Admin portal)
• You have a good knowledge of Paga cards and other related products
• You have completed the mandatory NYSC.

Key Competencies:
This role is a good fit for you if:

• You are customer-obsessed, take the initiative, and exceed
• You are a proactive, collaborative team-player.
• You can adapt quickly as situations
• You are proficient in both written and oral
• You communicate tactfully and effectively both verbally and in writing
• You have the ability to prioritize and take ownership
• You are Proficient in Ms Office - Excel, Word, and PowerPoint
• You maintain effective work relationships with cross functional teams.

Application Closing Date
Not Specified.