Consumer Protection Coordinator

Why Airtel Africa? At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you. We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers. By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa. Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

BACKEND OPERATIONS – PARTNER AND CUSTOMER SUPPORT

• Perform daily reconciliations on key services including TIPS, Government payments and any services deemed to be critical for the period and addressing exceptions for all partners
• Resolving transactional customer queries escalated from Customer service channels –  level 2 escalation after CX back office, such queries as customer deducted service not provided
• Monitoring transactions for key services  through dashboard to pick exceptions and proactively communicate and address any exceptions
• Customer queries resolution SLA monitoring
• Customer service Quality assurance monitoring

BACKEND OPERATIONS – FROZEN BALANCES MANAGEMENT

• Daily monitoring and  trending clearing of Ambiguous Transactions and analyzing trend to ensure proactive resolutions to ease customer pain
• Communicating with 3rd parties ambiguous transactions for confirmation
• Ambiguous transaction settlement
• Initiating TIPS transaction reversals in TIPS portal
• Initiating transaction reversal in AM web GUI
• Working with CX to ensure all initiated settlements and reversals are approved  within SLA
• Attend frozen balance related queries from vendors and investigating variances due to frozen amounts

PRODUCT DELIVERY AND CHANGE IMPLEMENTATION INCLUDING UAT

• Performing and sign-off UAT on changes where applicable
• Level 2 escalation on system related matters from CX Back office
• Support ticketing management for issues raised
• Vendor support SLA management

BACKEND OPERATIONS – FINANCE SUPPORT

• Daily reconciliation for interoperability and Banks
• Investigation reconciliation exceptions for billing purposes
• Address sweep related queries from Finance and 3rd parties.

Qualifications

Educational Level 

• Advanced Diploma/ Bachelor’s degree or educational qualification preferably with a major in Business / Finance  or IT

Relevant Experience

• 3 years’ work experience at least 1 years MFS experience
• At least 1 years MFS experience Ability to perform end to end financial reconciliations and quickly identify and associated issues
• Ability to perform end to end financial reconciliations and quickly identify and associated issues
• Ability to work well & deliver as part of a virtual team
• Ability to communicate issues/concerns and recommend corrective course of action