About the Role
Mkobo Microfinance Bank Limited, a fully licensed digital-first MFB regulated by the Central Bank of Nigeria (CBN), is looking for a dynamic Customer Success & Operations Officer to join our growing team. We specialize in providing accessible short-term emergency credit and financial services to underserved demographics across Nigeria, helping to bridge the financial inclusion gap. In this dual-focused role, you will be instrumental in ensuring seamless transaction processing, accurate financial reconciliations, and delivering top-tier support to our valued customers. If you are passionate about fintech, operational excellence, and customer advocacy, we want you on our team.
Key Responsibilities- Accurately post and process customer transactions, including intra- and inter-bank transfers and loan disbursements, in strict compliance with operational procedures.
- Perform daily transaction reconciliations to ensure ledger accuracy and promptly resolve any discrepancies.
- Maintain comprehensive, up-to-date transaction records and generate accurate operational reports as required.
- Collaborate closely with the finance team to ensure timely and error-free account reconciliations.
- Respond promptly to customer inquiries and resolve issues via phone, email, chat, or in-person channels while adhering to established service level agreements (SLAs).
- Provide clear, accurate information regarding bank products, services, and digital processes to enhance customer experience.
- Escalate complex customer issues to relevant departments and follow through to satisfactory resolution.
- Maintain professionalism, empathy, and a customer-first attitude in all interactions.
- Assist in the continuous optimization of operational workflows to drive efficiency and scalability.
- Ensure strict adherence to company policies, standard operating procedures (SOPs), and regulatory frameworks set by the CBN and NDIC.
- Bachelor degree in Business Administration, Finance, Operations Management, or a related discipline.
- Minimum of 1 year of professional experience in operations, customer service, or a similar role within the Nigerian banking or fintech sector.
- Proficiency in Microsoft Office Suite, particularly advanced Excel skills.
- Familiarity with Core Banking Applications (CBAs) such as BankOne will be a distinct advantage.
- Exceptional verbal and written communication skills with proven problem-solving and interpersonal abilities.
- High attention to detail and strong organizational skills in a fast-paced environment.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for rapid career growth in a leading innovative fintech and microfinance bank.
- A collaborative, dynamic, and inclusive work culture.