Channels Operations Support Officer at LAPO Microfinance Bank Limited

LAPO Microfinance is a pro-poor financial institution committed to the empowerment of low-income Nigerians through creation of access to responsive financial services on a sustainable basis. The institution was founded as a non-profit entity by Mr. Godwin Ehigiamusoe while working as a Rural Co-operative Officer.

LAPO Microfinance Bank Limited exists to address the economic and social subjection of a large number of Nigerians through provision of financial services to micro, small and medium enterprises on affordable terms. LAPO Microfinance Bank provides a range of financial services which enable low-income households enhance their productive capacity; build and consolidate their economic and manage their risks. These products and services include loans, savings, micro-investment and micro-insurance services.

We are recruiting to fill the position below:

Job Title: Channels Operations Support Officer

Location: Maryland, Lagos
Employment Type: Full-time

Job Summary

• Manage the usage support of the bank’s digital channels and platforms to ensure smooth operations and customer’s satisfactions of the channel’s platforms and experience.

Job Details

• Train bank staff and customers on the use of digital banking channels
• Troubleshoot login issues, transaction failures, and connectivity problems with vendors and internal team
• Escalate complex issues to the relevant teams (IT, or vendors) when necessary
• Develop FAQs, user guides, and tutorials to assist customers with common issues
• Reset passwords, unlock accounts, and verify identity for secure customer transactions
• Support back-office teams in processing customer requests related to digital banking services
• Participate in testing new features, upgrades, and system integrations before deployment.
• Track key performance metrics such as system uptime, transaction success rates, and customer complaints
• Generate reports for management on digital banking trends, issues, and resolutions
• Work closely with third-party vendors, IT teams, and business units to resolve issues and implement solutions.
• Collaborate with product teams to enhance digital banking services based on customer feedback            
• Maintain logs of customer complaints, system issues, and resolutions

Requirements

• Education: OND, HND or its equivalent
• Experience:  Minimum of 2 years relevant experience in the use of applications and proven record in data input.

Application Closing Date
28th February, 2025.

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