Client Support Personnel at SmartSend Finance

SmartSend Finance focuses on improving the remittance experience for Nigerians and Africans in the diaspora by providing fast, reliable, and cost-effective money transfer solutions. The company operates as a licensed Money Services Business (MSB) across Canada, USA, and Nigeria, leveraging modern technology to ensure secure and efficient transactions. SmartSend is committed to enhancing financial connectivity while supporting families and communities across borders.

• The Client Support Personnel acts as the first point of contact for customers, handling inquiries, resolving issues, and ensuring a smooth experience across all service channels.
• The role plays an important part in sustaining customer trust, ensuring operational efficiency, and delivering high service standards within a fast-paced FinTech environment.

Customer Support & Engagement:

• Serve as the main point of contact for customer inquiries via email, chat, and phone.
• Provide prompt, professional, and empathetic responses to customer concerns.
• Handle high volumes of customer interactions while maintaining service quality.

Issue Resolution & Escalation:

• Investigate and resolve issues such as failed transactions, delays, account access problems, and platform-related concerns.
• Escalate complex or sensitive issues to the appropriate teams.
• Follow up on escalated cases to ensure timely resolution and customer satisfaction.

Transaction & Payment Support:

• Assist customers with transaction tracking, reversals, and payment-related inquiries.
• Identify and report suspicious or unusual transaction activities when necessary.
• Work with internal teams to resolve transaction discrepancies efficiently.

Client Onboarding & KYC Support:

• Support customers during onboarding and account setup processes.
• Assist with KYC documentation submission and verification.
• Ensure onboarding data is complete, accurate, and compliant with internal standards.

Documentation & Systems Management:

• Maintain accurate records of all customer interactions using CRM or ticketing systems.
• Update internal knowledge base, FAQs, and support documentation.
• Generate basic reports on customer issues, trends, and service performance.

Service Quality & Continuous Improvement:

• Ensure adherence to defined Service Level Agreements (SLAs).
• Monitor recurring issues and provide feedback for process and product improvements.
• Contribute to initiatives that enhance customer experience and operational efficiency.

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Mass Communication, Finance, or a related field.
• Applicants must be resident in Nigeria.
• Minimum of 2–4 years’ experience in customer support, client service, or operations.
• Experience in FinTech, Banking, Payments, or Digital Financial Services is highly preferred.
• Experience using CRM tools is an advantage.

Skills & Competencies:

• Strong written and verbal communication skills.
• Excellent problem-solving and analytical ability.
• High attention to detail and accuracy.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong customer-focused mindset and emotional intelligence.
• Basic understanding of digital payments and financial systems.

Interested and qualified candidates should send their CV and a brief cover letter to: [email protected] using the job title as the subject of the mail.