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Job Title:    Customer Care Analyst (8 Fresher Jobs)

Organisation: M-KOPA

Duty Station: Kampala, Arua, Mubende, Kyenjojo, Fort Portal, Nebbi, Masindi, Kabalagala, Uganda

About the Company:

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Job Summary:   We are seeking a Customer Care Analyst to join our Fraud Operations Team, where you’ll support the identification and resolution of fraud-related issues while providing top-notch assistance to our customers.

This role offers an exciting opportunity to work in a fast-paced environment focused on customer care and fraud prevention. You’ll collaborate with cross-functional teams to ensure our customers receive the best support while helping to safeguard the integrity of our operations.

Key Duties and Responsibilities:   In this role, your responsibilities would include:

Fraud-Related Customer Support

• Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
• Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
• Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.

Fraud Monitoring and Investigation

• Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
• Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
• Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.

Team Collaboration and Accountability

• Partner with sales and operational teams to implement fraud prevention policies.
• Provide feedback and support for disciplinary actions in cases of policy violations.
• Contribute to team discussions on improving fraud prevention processes and customer care strategies.

Reporting and Documentation

• Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
• Assist in preparing reports on fraud trends and resolutions for internal stakeholders.
• This is an fully remote role and you will be working alongside a diverse group of team members based in locations such as the UK, Europe, and Africa.

Qualifications, Skills and Experience:  To be successful in this role, we would expect that you have experience/evidence of the following:

• Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
• Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
• A keen eye for detail and the ability to identify patterns or risks in customer interactions.
• Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
• A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
• A minimum of two years’ experience in a professional role, preferably in customer service.
• Join our Fraud Team and be part of an exciting journey to deliver exceptional care while safeguarding our customers and business.

How to Apply:

If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!

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