Overview
Team Leadership & Operational Oversight
Supervise customer support associates during the shift.
Delegate tasks effectively to balance workload and skill development.
Assist in conducting regular performance reviews and provide actionable feedback
Monitor associate responsiveness to emails and ensure timely follow-ups
Inform/ advocate to his/her seniors on necessary tools and resources needed to succeed on shift.
Receiving, resolving and giving feedback on Customer queries or complaints
Daily Reconciliation of assigned products i.e. Transfast, Instant Cash, Yo Uganda, Agent Banking and any other products that may come aboard.
Coordinate financial reports to the different departments as requested. (Mobile wallet reports, Stanbic Statements or any other)
Monitor and track transaction statuses and balances across assigned products i.e. Yo Uganda, Money Flex, Agent Banking and any others
Service Excellence & Escalation Management
Understand partner queries and guide resolution strategies
Handle escalated complaints with professionalism and urgency
Ensure exemplary customer service is delivered across all interactions
Support associates with re-pushing and reversing transactions during the night shift (maker and checker)
Develop new email response to improve communication quality
Verify and update instant cash send rates within the day’s set exchange rates
Coordinate with sending partners to ensure receive rates are updated accurately as per the day’s set rates.
Transactional & Financial Monitoring
Ensure service providers have sufficient funds to process transactions
Confirm settlements are received for every transaction
Cross-check reports for completeness and accuracy
Core Activities
monitoring of support operations during the shift.
Ensuring timely settlements
Supporting associates with technical and procedural guidance
Maintaining high standards of communication and documentation
