Blended Customer Experience Agent (Business Banking / POS) Job at Kolomoni Microfinance Bank
Kolomoni Microfinance Bank is a financial services provider committed to providing customers with unparalleled access to smart, personalized, and convenient banking experiences.
We are recruiting to fill the position below:
Job Position: Blended Customer Experience Agent (Business Banking / POS)
Job Location: Ibadan, Oyo
Employment Type: Full-time
Job Purpose
- The Blended CX Agent – Business Banking / POS is responsible for providing responsive and efficient support to merchants via multiple channels including the POS hotline, WhatsApp, and chat.
- The role focuses on accurate ticket handling, adherence to fraud escalation protocols, and timely resolution of POS-related reversals.
- This position plays a vital role in upholding service quality for Kolomoni’s business banking clients by ensuring prompt assistance, data accuracy, and effective communication.
Key Responsibilities
Handle Merchant Tickets:
- Attend to incoming support requests from merchants via the POS hotline, WhatsApp, and chat platforms.
- Provide professional and solution-oriented assistance on device issues, transaction concerns, and service requests.
Accurate Logging:
- Ensure all merchant tickets are properly logged with accurate merchant identification (ID) and correct ticket tagging.
- Maintain clear documentation and case notes for each interaction.
Fraud SOP Compliance:
- Follow established fraud escalation protocols when fraud-related issues or suspicious transactions are identified.
- Coordinate timely handover of such issues to appropriate internal teams (Fraud Desk, Escalation Unit).
Requirements
- Minimum of 1 year of experience in a POS support or contact centre role.
- Strong attention to detail and customer orientation.
- Familiarity with POS systems, merchant operations, and reversal processes is an advantage.
- Good communication skills and ability to multitask in a fast-paced environment.
Method of Application
Interested and qualified candidates should send their application to: recruitment@kolomonimfb.com using the Job Position as the subject of the mail.
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