The Fintech & VB BO support specialist

Afrik Intérim HR services est un fournisseur de solutions de ressources humaines de premier ordre.

S’inscrivant dans une logique partenariale, d’amélioration continue et orienté vers la performance, Afrik Intérim HR Services vous accompagne dans la gestion de votre Capitale Humain de manière efficace et efficiente afin de garantir l’atteinte de vos objectifs de manière durable.

Fort d’une expérience de plus de 20 ans, nous travaillons au rapprochement des Hommes et des Entreprises, en RDC.

Nous recrutons Un(e) Fintech & VB BO support specialist, pour le compte d'un de nos clients qui évolue dans le secteur de Télecommunication.

The FinTech & Vodacom Business Back Office Support Specialist provides end-to-end support for FinTech and Enterprise customers by managing service requests, complaints, escalations, transaction investigations, and Back Office operations. The role ensures timely resolution, SLA compliance, revenue protection, and excellent customer experience through close collaboration with Customer Care inbound and all interactive departments.

Key Responsibilities

1. Customer Request & Complaint Resolution

· Resolve customer and business service requests within agreed turnaround times.

· Manage complaints and escalations related to FinTech and Vodacom Business products and services.

· Investigate complex cases and ensure satisfactory resolution for customers and business partners.

· Maintain high standards of customer experience and service excellence.

FinTech Operations Support

· Manage Mobile Money and Digital Financial Services related requests and complaints.

· Investigate failed transactions, account disputes, reversals, and reconciliation cases.

· Support transaction validation and correction activities.

· Ensure compliance with financial services, operational procedures and regulatory requirements.

· Liaise with Finance, Risk, Fraud, and Technology teams to resolve transaction-related issues.

Vodacom Business (VBU) Support

· Support Enterprise and Corporate customers with service fulfilment and operational requests.

· Manage provisioning, service activation, migrations, billing-related inquiries, and operational escalations.

· Coordinate with interactive departments to ensure timely resolution.

· Monitor high-priority business customers’ complaints and ensure proactive communication throughout the resolution process.

2. Ticket & Workflow Management

· Manage workload queues and customer complaints through CRM and workflow management systems.

· Ensure all assigned tickets are resolved within agreed SLAs.

· Escalate unresolved issues to the relevant stakeholders and track progress until closure.

· Maintain accurate documentation and audit trails of all actions taken.

3. Service Performance Management

· Monitor operational performance against agreed KPIs and service targets.

· Support backlog reduction initiatives and service improvement programs.

· Identify recurring issues and recommend corrective actions.

Contribute to backlog reduction initiatives and process optimization projects

4. Reporting & Analytics

· Prepare operational and performance reports.

· Analyze service trends, transaction issues, complaint volumes, and escalations.

· Provide insights and recommendations to improve service delivery and operational efficiency.

· Support management decision-making through accurate reporting and data analysis.

5. Key Performance Indicators (KPIs)

· SLA Compliance Rate

· Complaint Resolution Rate

· Ticket Closure Rate

· Average Resolution Time

· Backlog Management

· Escalation Resolution Timeliness

· Compliance and Audit Adherence

Job Knowledge

· Mobile Financial Services Operations

· Enterprise Customer Support

· Customer Complaint Management

· Transaction Investigation & Reconciliation

· SLA Management

· CRM & Ticket Management Systems

· Root Cause Analysis

· Business Process Improvement

· Data Analysis & Reporting

Job Related Skills

· Customer Obsession

· Accountability & Results Orientation

· Problem Solving & Attention to Detail

· Collaboration, Teamwork & Effective Communication

· Resilience and Adaptability

· Planning and Organizing

· Continuous Improvement Mindset

· Bachelor’s degree in business administration, Finance, Telecommunications, Information Systems, Accounting, Economics, Computer Science, or a related field.

· Minimum of 2–4 years of experience in Customer Operations, FinTech Operations, Mobile Financial Services, Enterprise Support, Back Office Operations, or Service Delivery.

· Experience in the telecommunications industry is preferred.

· Experience working with CRM, ticket management, billing, and operational systems.