About the Role

As an Operations Specialist, you will play a crucial role in managing and executing high-value business transactions for clients who prefer direct assistance instead of using the app. You will ensure seamless onboarding, secure transaction execution, and excellent support for business owners, B2B customers, and high-net-worth individuals (HNI). Working closely with the sales, finance, and customer support teams, you will drive operational efficiency while delivering an exceptional client experience.

Key Responsibilities

Onboarding & Account Management

• Assist business owners with manual registration and ensure secure data capture.
• Work with sales and KYC teams to collect and verify business documentation.
• Manage account creation and system integration for seamless activation.
• Ensure onboarding completion within agreed timelines and maintain accurate client records.

Transaction Execution & Verification

• Handle large transaction requests via WhatsApp, email, or phone.
• Generate and send deal slips for transaction authorization.
• Verify payments and liaise with the finance team to confirm fund receipt.
• Execute transactions on the admin dashboard and provide digital confirmations.

Client Support & Relationship Management

• Manage dedicated support channels, including email and WhatsApp lines, for B2B and HNI clients.
• Distribute daily exchange rates to clients to facilitate smooth transactions.
• Provide real-time support for transaction inquiries and troubleshooting.
• Maintain high response and resolution times to ensure client satisfaction.

What You Need to Succeed

• 2+ years of experience in fintech, banking, payments, or financial operations.
• Strong understanding of B2B transactions, financial operations, and compliance processes.
• Experience handling high-value transactions and secure payment processing.
• Excellent problem-solving skills, attention to detail, and ability to troubleshoot transaction issues.
• Ability to work cross-functionally with sales, finance, and customer support teams.
• Strong communication skills with the ability to engage and build trust with high-net-worth clients.
• Proactive, resourceful, and eager to improve operational processes.
• Fluency in both English and French is preferred, but not required.
• Proficient in Google Workspace, WhatsApp Business, Freshdesk, and Zoho Sales..

How Success Will Be Measured

• Operational Efficiency: Timely and accurate onboarding, transaction processing, and support.
• Client Satisfaction: Delivering a seamless, high-touch customer experience.
• Problem-Solving Ability: Proactively identifying and resolving transaction issues.
• Collaboration: Effectively working with multiple teams to ensure smooth workflows.

If you are passionate about fintech, high-value transactions, and customer success, we’d love to have you on our team!