Kacha Digital Financial Service
Position 1: Senior Dispute and
Reconciliation Expert
About Kacha
Kacha Digital Financial Service S.C. is a
premier digital platform that provides seamless financial services in Ethiopia.
We are the first private payment instrument issuer licensed by the National
Bank of Ethiopia, registered as NPS/PII/002/2022. We aim to promote financial
inclusion and contribute to Ethiopia’s national digitalization ambitions.
Our digital platform offers mobile money, bill
payments, remittances, and merchant payments, making financial services
accessible to all Ethiopians, especially those who are underserved and
unserved. We are committed to empowering our customers by providing convenient,
affordable, and secure digital financial services that meet their everyday needs.
At Kacha, we are passionate about driving
positive change and creating value for our customers, employees, and society.
We are proud to be part of Ethiopia’s digital transformation and are committed
to playing our role in achieving the country’s economic and social development
goals.
Job Summary
The Senior Dispute and Reconciliation Expert
will be responsible for managing and resolving disputes between financial or
non-financial companies and its clients or partners. They will work to identify
the root cause of disputes, develop solutions, and negotiate agreements that
satisfy all parties involved. Additionally, the officer will work closely with
internal teams to identify areas of improvement in the company’s processes and
procedures to prevent future disputes.
Roles and Responsibilities
- Organize and manage the resolution process for disputes
raised on the Kacha mobile money service, ensuring a smooth workflow.
- Accurately record and manage dispute cases in
compliance with Kacha, Bank, Ethswitch, and NBE dispute procedures.
- Conduct investigations of disputed cases in line
with NBE financial regulations and communicate results to the
dispute-raising organization.
- Provide prompt responses to raised disputes on a daily
basis, meeting the specified timeframes for OFF-US and ON-US disputes.
- Collect necessary information and documentation to
clarify details and resolve dispute cases within mandated time frames.
- Communicate effectively with internal and external
stakeholders to address and resolve dispute issues in a timely manner.
- Monitor case progress to minimize risks to Kacha and
keep stakeholders informed of the status and actions taken.
- Review Amplitude CBS and Ethswitch Dispute System for
transactions, investigate account history, and take appropriate actions.
- Ensure accurate and up-to-date reconciliation of mobile
money service transactions and financial records.
- Perform correct and up-to-date reconciliation of Kacha
outlet and agent digital services.
- Investigate and resolve unsettled transactions due to
Ethswitch system issues and communicate results to branches.
- Maintain proper documentation of files related to
reconciliation and disputes
About
You
- Bachelor’s degree in Accounting and Finance, Marketing,
Management or related Business field
- 4+ years of experience in dispute resolution and /or
reconciliation
- Strong negotiation skills and the ability to develop
creative solutions to complex problems.
- Excellent communication skills, both written and
verbal, with the ability to communicate effectively with clients,
partners, and internal teams.
- Ability to work independently and manage multiple
projects simultaneously.
- Strong analytical skills and the ability to use data to
identify trends and make informed decisions.
- Knowledge of legal and regulatory requirements related
to dispute resolution, including banking and financial regulations.
Interested applicants are required to send
their application, CV, and other supportive documents via https://forms.gle/53gFHkZHEmpeAfgA8
Only short-listed applicants will be
contacted via telephone/email.
Required Skills
- Attention to detail & aesthetics
Desired Skills
- Account management
Position 2: Trainee – Call Center Agent
Job Summary:
The Trainee – Call Center Agent plays a vital
role in delivering exceptional customer service and support to clients of
Digital Financial Service. This position involves handling incoming calls,
providing information, resolving inquiries, and ensuring a positive customer
experience. Trainee Call Center Agent serves as a primary point of contact for
customers, addressing their concerns, and promoting the organization’s digital
financial services.
Roles and Responsibilities:
1. Customer Service and Support:
- Handle inbound customer calls professionally and
promptly, addressing inquiries, providing information, and resolving
issues.
- Maintain a high level of customer satisfaction by
demonstrating empathy, patience, and attentiveness to customer needs.
- Assist customers in navigating digital financial
platforms, guiding them through processes, and troubleshooting technical
issues.
2. Product and Service Knowledge:
- Develop a comprehensive understanding of the
organization’s digital financial services, including products, features,
and processes.
- Stay updated with changes and enhancements to the
services offered, ensuring accurate and up-to-date information is provided
to customers.
- Educate customers about the benefits and
functionalities of digital financial services, promoting adoption and
usage.
3. Issue Resolution and Escalation:
- Identify and resolve customer issues and complaints
effectively, striving for first-call resolution whenever possible.
- Escalate complex or unresolved issues to appropriate
internal teams or supervisors for further investigation and resolution.
- Follow escalation procedures and maintain proper
documentation of customer interactions and issue resolution steps.
4. Customer Relationship Management:
- Build and maintain strong customer relationships by
demonstrating professionalism, courtesy, and effective communication.
- Proactively follow up with customers to ensure
satisfaction, address any outstanding concerns, and gather feedback on
services.
- Provide personalized assistance and guidance to customers
based on their individual needs and preferences.
5. Quality Assurance and Compliance:
- Adhere to established call center quality standards and
guidelines in terms of call handling, customer service, and compliance.
- Comply with regulatory requirements and industry best
practices, ensuring customer data privacy and confidentiality.
- Participate in quality assurance programs, including
call monitoring, feedback sessions, and training to enhance performance.
6. Documentation and Reporting:
- Accurately and efficiently document customer
interactions, inquiries, and resolutions in the call center systems or CRM
software.
- Generate reports on call volume, call types, customer
feedback, and other relevant metrics as required by supervisors or management.
- Provide insights and suggestions for process
improvements and customer experience
About
You
Educational Requirements:
- Bachler Degree in any field who speaks Tigiregna , Afan
Oromo and other local languages in addition to Amharic and
English.
- Zero year of experience (Fresh Graduate)
Other Requirements
- Excellent verbal communication skills, with a
clear and professional manner.
- Active listening skills and the ability to empathize
with customers and understand their needs.
- Strong problem-solving and decision-making abilities to
address customer inquiries and resolve issues effectively.
- Strong attention to detail and accuracy in documenting
customer interactions.
- Patience, resilience, and the ability to handle
difficult or irate customers with professionalism
Interested and qualified candidates can apply
through: https://forms.gle/53gFHkZHEmpeAfgA8
Note: We will communicate only qualified
candidates