Mobile App Support Officer, Bill Payment & Value-Added Service at Workforce Full Time

Workforce Group is currently looking for a mobile app support officer for immediate employment. Interested persons are expected to apply. Kindly go through the full details of this position below:

Job Title: Mobile App Support Officer, Bill Payment & Value-Added Service

Location: Lagos
Employment Type: Full-time

Job Purpose

• The purpose of this role is to support the Mobile App Channel Manager in driving sales, product uptake and channel utilisation as it relates to Bill Payments & Value-Added Services available on the Mobile App.

Job Context

• The Mobile App Support Officer, Bill Payment & Value-Added Service is responsible for growth of Mobile App Bill Payments and Value-Added Services transaction volume & value, service offerings and revenue for all customers.
• This role also deals with pushing sustainable capabilities to create stickiness in the customer lifecycle.
• The Mobile App Support Officer, Bill Payment & Value-Added Services is expected to play a critical role in:
• Regularly analyzing the customer portfolio across Consumer Banking with a view to determine Mobile App Bill Payment & Value-Added Services transacting customers
• Engage customers weekly via SMS, in-App Notifications, WhatsApp messages & other available means to drive Mobile App bill payments & VAS uptake & growth in transaction volume & value
• Regularly review revenue generated from Mobile App Bill Payments & VAS and ensure that there are no revenue leakages
• Track Mobile App Bill Payments & VAS transaction approval success rate and ensure that general payment complaints are escalated and resolved immediately
• Stakeholder’s management – working closely with in-country stakeholders to drive Bill Payment & Value-Added Services adoption and utilisation.

Key Responsibilities
Business and Financial Performance:

• Drive Mobile App Bill Payment & Value-Added Services customer transaction volume and value
• Contribute to general Mobile App Revenue through Fees charged on Bill Payment & Value- Added Services Digital Deepening [Early Customer Adoption Cycle]

Process, Control and Operational Performance:

• Promote high ethical and integrity standards, and establish a culture within the bank that establishes and demonstrates to all personnel the importance of controls
• Utilize the internal control system in place to minimize operational losses and monitor its adequacy and effectiveness

Customer Excellence:

• Drive customer service excellence
• Establish and sustain a customer-centric business culture, leveraging on technology
• Ensure high customer satisfaction as measured and monitored through Customer feedback surveys

Risk Management & Governance:

• Identifying, assessing, monitoring, controlling and mitigating risks as it affects clients’ usage of our channels
• Limit and reduce risk exposures through wide use of controls on digital channels
• Ensure compliance to regulatory requirements as it concerns customer usage of our digital channels

Qualifications

• A Bachelor’s Degree or its equivalent is required at the minimum,
• Basic knowledge of digital channels, payments,
• Strong interpersonal, influencing and communication skills.

Job Requirements:

• Customer Service, Banking, Excel, Communication Skill.

Application Closing Date
Not Specified.