Fraud Communications Officer
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa.
Funding history
About Wave Mobile Money Inc.
Wave Mobile Money builds and operates a mobile financial network intended to help make Africa the first cashless continent. Its consumer services enable users to deposit and withdraw money, send funds, pay bills, buy airtime, and access customer support through mobile applications and agents. Wave Business provides bulk payments, in-person merchant payments, cash collection tools, a business portal, and checkout APIs. The company serves consumers, agents, merchants, businesses, and other clients across multiple African countries.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will respond to users and agents affected by fraud or commission cuts and help resolve their concerns. You will analyze feedback, identify issues affecting multiple people, recommend improvements, and participate in training and team meetings while maintaining calm, empathetic, and professional communication.
Requirements
- Professional or native fluency in English and French
- Local-language skills are a plus
- At least one year of customer support experience in a call center back office
- Primary education with at least a two-year undergraduate diploma
- IT background is a plus
- Excellent written and verbal communication skills
- Strong computer application skills
- Availability every day of the week including weekends when necessary
Responsibilities
- Respond to incoming calls from users and agents affected by fraud or commission cuts
- Identify patterns in user feedback
- Suggest improvements to user experience and fraud processes
- Escalate major issues affecting multiple users
- Participate in training and team meetings
Benefits
- Health insurance for you and your dependents
- 26 weeks of parental leave for mothers
- 4 weeks of parental leave for fathers
- Subsidized childcare
- Gym memberships and fitness classes
- Airtime reimbursement
- Free food
