Payment Operations Officer

Moniepoint Group
Lagos
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 1-2 yearsEducation: bachelorsSkills: ["Analytical thinking","Customer empathy","Listening","Communication","Service-oriented mindset"]

Own customer issue resolution as the first point of contact and internal advocate, coordinating with sales and specialized teams (channels, KYC, chargeback, recovery, and fraud) to ensure fast, accurate outcomes. Monitor Zendesk tickets, follow up on open cases within timeframes, escalate unresolved bottlenecks, and share progress with customers and stakeholders. Collect feedback, maintain records, and recommend process improvements to reduce churn and improve customer experience.

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FursaFursa
Moniepoint Group
Moniepoint Group
1 year ago

Payment Operations Officer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own customer issue resolution as the first point of contact and internal advocate, coordinating with sales and specialized teams (channels, KYC, chargeback, recovery, and fraud) to ensure fast, accurate outcomes. Monitor Zendesk tickets, follow up on open cases within timeframes, escalate unresolved bottlenecks, and share progress with customers and stakeholders. Collect feedback, maintain records, and recommend process improvements to reduce churn and improve customer experience.
Location: Lagos
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Act as the primary point of contact between sales and issue resolution teams (channels, sales, KYC, chargeback, recovery, and fraud) to resolve issues and communicate updates.
  • •Regularly monitor incoming Zendesk issues and ensure tickets are actively worked on by the issue resolution team.
  • •Proactively follow up on open tickets to ensure they are resolved within specified timeframes.
  • •Provide regular updates to customers and stakeholders on issue status, highlighting bottlenecks or delays.
  • •Identify unresolved or stalled issues, escalate to higher management, and implement follow-up procedures to mitigate risk and improve customer satisfaction.

Key Requirements

  • •Bachelor’s degree in any related field.
  • •1–2 years of customer-facing experience at a financial institution or high-growth software development company.
  • •Good understanding of card disputes (banking experience or related fields).
  • •Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
  • •Analytical problem-solving plus customer empathy, listening, and communication skills.
Experience:1-2 yearsFinancial servicesPaymentsBanking
Education:Bachelor's
Skills:Analytical thinkingCustomer empathyListeningCommunicationService-oriented mindset
Languages:English
Tech Stack:Zendesk

Company Brief

Moniepoint Group
Provides digital payments, merchant services, agent banking, card issuance, and business banking solutions across Nigeria and other African markets, serving SMEs, merchants, and financial institutions with technology-first transaction and banking infrastructure.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Lagos, Nigeria
Founded: 2015
WebsiteLinkedIn