Operations Support Officer - UWallet
Umniah, Jordan
Job Description
About UWallet :
UWallet is a leading mobile payments service provider established back in 2014 with extensive background in mobile payments technologies, and a clear vision toward leading the Jordanian e-wallet services under the control and supervision of the Central Bank of Jordan.
UWallet is standing for a robust consortium of diversified partnerships of banking institutes, mobile network operator, and Payment Service Provider resulting to an integrated collaborative ecosystem furnished to serve our clients with the best and most convenient services. UWallet is the brand of e-wallet service that can be easily activated on mobile devices, offering our clients a wide spectrum of convenient secure ways to execute local and international monetary transactions in few seconds, anytime, and anywhere.
Job purpose:
Responsible for undertaking day-to-day business operations, support, customer service assistants and help ensuring that the operations in the company are as effective and efficient as possible.
Duties and Responsibilities:
- Customer support and maintaining proper feedback on tickets received from call center/back-office on ticketing system(s) and/or from external channels within the pre-set KPIs.
- Support the daily operations of raised technical issues.
- Maintain and document logs of operational issues.
- Perform any other duties or responsibilities assigned by the management falling within the job role’s scope of work
- Receive, log, analyze, resolve, and close all corporate account, entities’, and agents’ issues, calls, emails, and tickets.
- Transaction processing: Assisting in the processing and settlement of financial transactions, including payments, refunds, chargebacks, and reconciliations. Ensuring accuracy, timeliness, and compliance with regulatory requirements.
- Data entry and validation: Handling data entry tasks, validating transaction data, and ensuring its accuracy and completeness. This may involve entering transaction details into the system, verifying customer information, and conducting data checks.
- Customer support: Assisting with customer inquiries, issues, and requests related to transactions and payment processing. Providing prompt and accurate responses, troubleshooting problems, and escalating complex issues to senior team members as needed.
- Record keeping and documentation: Supporting the maintenance of records, documents, and files related to transactions, customer information, and compliance requirements. Ensuring proper documentation and organization of records for audit and regulatory purposes.
- Reporting and analysis: Assisting in generating regular reports on transaction volumes, trends, and performance indicators. Collaborating with senior team members to analyze data and identify insights that can improve operational efficiency.
Requirements
Education:
Bachelor Degree in Business Administration or any related fields
Work Experience:
0 - 3 years
Knowledge and Skills:
Knowledge of:
- Mobile financial services
- E-Wallet administration and support
- Business processes and procedures
Skills In:
- Customer Care: Problem solving techniques, Lead generation and referral.
- Good command of English language speaking and writing.
- Good command of Microsoft Office.
Work environment: 90% office work, 10% Field visits might be required.