Issue Resolution Officer

About the role

The Issue Resolution Officer will be the first point of contact for Moniepoint customers, helping them resolve problems quickly and ensuring a smooth experience with our payment and banking products. The role focuses on building strong relationships, reducing churn, and feeding insights back to product teams.

Key responsibilities

• Provide prompt, high‑quality responses to customer inquiries across all channels.
• Log every support request for accurate tracking and reporting.
• Collaborate with product and engineering teams to identify and eliminate recurring issues, lowering overall ticket volume.
• Guide customers on product usage, encouraging self‑service and independence.
• Gather and relay client feedback on features and capabilities.

Required profile

• Bachelor’s degree in any related field.
• 1‑2 years of customer‑facing experience in a financial institution or fast‑growing software company.
• Understanding of card disputes and banking processes.
• Ability to thrive in a fast‑paced, results‑oriented environment.
• Strong analytical thinking and customer empathy.

Required skills

What we offer

• A people‑first culture that values well‑being and diverse perspectives.
• Continuous learning through internal talks, training, and knowledge‑sharing sessions.
• Equal‑opportunity employment with a commitment to inclusion.