RESPONSIBILITIES:
- Management of all Individual Customer complaints (Prepaid and Postpaid): ensure that complaints receive proper assistance/treatment in accordance with service level agreements and the complaint management procedures policy.
- Maintain a standard for handling complaints that is consistent with the issue addressed, without disregarding innovations, changes, or exceptions, as needed.
- Interact with support areas: Customer Service – Call Center, Quality, Training, Auditing, Retail; M-Pesa, Legal, Revenue, Terminals, Billing, RSF, Credit Control, and other teams/partners as needed.
- Draft reports, memos, and response letters to customers.
- Ensure that all processes are archived.
- Interact with customers in person or by phone, depending on the situation.
- Work together with the Legal and Risk Management areas in investigation processes and as necessary.
- Assist the Legal and Compliance-Regulatory teams in investigating customer issues/complaints received from regulatory authorities (INCM, BM, and others).
- Perform SIM Swap for all Sensitive Customers, in accordance with the procedure.
- Ensure that Fraud and Scam handling processes comply with procedures, and propose adjustments to processes and procedures related to actions aimed at mitigating Fraud.
- Ensure that numbers used for illegal practices do not have a continuous history after complaints are received, audit transactions, systems, and accesses when necessary.
- Frequently conduct thorough research/investigation of possible weaknesses in the system and procedures and suggest developments/improvements.
- Be constantly alert and very involved in social networks, current practices in the market, and trends related to M-Pesa and fraud.
- Be aware of best practices (from customer alerts to fraud mitigation) that exist in banking and services similar to M-Pesa in the market and at the group level.
- Be aware of AML practices at all levels of M-Pesa services and specific fraud situations.
- Be able to follow up on cases with the police or other legal entities whenever justified.
QUALIFICATIONS
- Bachelor’s degree.
- Fluency in Portuguese (spoken and written).
- Fluency in English (an advantage).
- Strong knowledge of Microsoft Office software (MS Word, MS Excel, PowerPoint, Visio, etc.).
