Service Recovery Specialist at Unified Payments Services Limited

Unified Payment Services Limited is Nigeria’s premier Payments & Financial Technology company that operates as a shared infrastructure for the banking community in Nigeria and Payments Service Provider within and outside Nigeria, with a vision to be the most preferred e-payment service provider in Africa.

We are recruiting to fill the position below:

Job Title: Service Recovery Specialist

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Summary

• To manage and handle complaints received from all frontend channels
• To ensure all complaints are handled within the agreed SLA of 24hrs timeline and according to relevant Guidelines and through proper root cause analysis and execution of preventive measures to eliminate recurrence of problem incidence.

Responsibilities

• Provide 24/7 support to frontend call center agents.
• Providing timely resolution to complaints and customer satisfaction through policies and procedures with the aim of providing prompt and quality end to end resolution.
• Attend to complaints received from all frontend channels both for B2C and B2B ensuring all complaints are handled within the benchmark timeline and according to relevant guidelines.
• Troubleshoot and Identify root causes, complaint trends and driving quality improvement opportunities
• Regular feedback to the frontend agents for onward communication with the customers.
• Identify drivers of customers’ dissatisfaction through analysis and scoping of root causes and developing & implementing appropriate quality process solutions to address customer issues.

Key Performance Indicators (KPIs)

• First-Level Resolution SLA Compliance
• Second-Level Escalation SLA Compliance
• Customer Satisfaction Survey Completion Rate for UP
• Customer Satisfaction Survey Response Rate from Banks and Merchants
• Reduction in Top 3 Strategic Issues
• Weekly Report Submission Compliance
• Monthly Acquirer & Issuer Report Accuracy and Timeliness
• Settlement Report Accuracy and Timeliness
• Customer Support Portal Adoption Rate
• Downtime Monitoring, Escalation, and Reporting Effectiveness
• Management of Report Exceptions.

Requirements

• Possess relevant Diploma in any discipline
• Strong service and problem resolution skills in any or a combination of the following specialist areas
• Settlement related Issues
• Transaction processing with emphasis on TWO proficiency
• Card Management System proficiency
• E-commerce with emphasis on PayAttitude and Payarena knowhow
• In depth knowledge of quality tools and methodologies

Key competency requirements:
Knowledge:

• Microsoft suite
• Reporting
• The Nigerian finance sector
• Root cause analysis and problem solving.

Skills / Competencies:

• Attention to details
• Multitasking
• Excellent Communication.

Salary
N185,000 - N220,000 Monthly.

Application Closing Date
18th June, 2025.

How to Apply
Interested and qualified candidates should send their CV to: blessing.okoh@up-ng.com using the Job Title as the subject of the email.