CI Fraud Communications Officer

Our mission

We're making Africa the first cashless continent.

In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason-the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.

We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.

Our goal is to make Africa the first cashless continent and that's where you come in...

How you'll help us achieve it

We are looking for a customer-oriented and curious Fraud Communications Officer. You'll join our Fraud Risk team of over 30 people, distributed across Senegal and Côte d’Ivoire. 

Under the supervision of the fraud communication lead and in collaboration with the Fraud Analysts, you'll take ownership of detecting and resolving fraud cases by analyzing customer and agent activities. 

The Fraud Risk team is currently working on:

• Reducing rebalance gaming by < 1% in all markets and distribution gaming (including merchant) by < 3 % in all countries.
• Closing tickets within 48 hours. 
• Lowering the call-back rate.
• Responding to requisition requests within 48 hours (open days).

In this role, you'll;

• Respond to incoming calls from our users or agents subject to fraud or commission cuts, ensuring they have the best possible experience.
• Identify patterns in user feedback and translate those into suggestions for improving our user experience and fraud.
• Quickly identify major issues affecting several users and be an advocate for having them addressed swiftly.
• Participate in training & team meetings.

Key details

• Location: Abidjan, Côte d’Ivoire.
• Work authorization in Côte d’Ivoire is required. 
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula. 
• We offer generous health insurance for you and your dependents.
• We support working parents - we offer parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.
• We help you live your fullest life now! We subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Professional or native fluency in English and French. Speaking a local language would be a plus.
• Minimum of one year of experience working in customer support at a call center, mainly in the back office.
• Primary education with at least 2 years undergraduate diploma.
• IT background is a plus.

You might be a good fit if you

• Truly enjoy helping to solve problems for our awesome customers.
• Exhibit excellent written and verbal communication skills.
• Possess a strong ability to remain calm, empathetic, and professional when engaging with individuals affected by fraud.
• Have good computer application skills.
• Are motivated to help Wave grow by providing stellar service to our customers.
• Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
• Are available every day of the week, including weekends if necessary.

Our team

• We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world.
• We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
• We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
• We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
• We are on  Y Combinator's top companies by revenue.

How to apply

Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.

We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.

Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.