Agency Customer Experience Lead (Business Banking / POS) Job at Kolomoni Microfinance Bank

Kolomoni Microfinance Bank is a financial services provider committed to providing customers with unparalleled access to smart, personalized, and convenient banking experiences.

We are recruiting to fill the position below:

Job Position: Agency Customer Experience Lead (Business Banking / POS)
Job Location: Ibadan, Oyo
Employment Type: Full-time

Job Purpose

• The Agency CX Lead for Business Banking/POS is responsible for end-to-end merchant support operations, ensuring timely, efficient, and high-quality service delivery across Kolomoni’s agency banking and merchant ecosystem.
• The role oversees performance across support channels including POS hotline, WhatsApp groups, and chat interfaces, with a focus on ensuring SLA compliance for reversals (≥90% resolved within 1 hour), maintaining MTTR (Mean Time to Repair) for hardware at ≤24 hours, and achieving high customer satisfaction (CSAT ≥4.5).
• This position plays a key role in coordinating with hardware engineers, settlement teams, and fraud desks, while also leading proactive merchant education and engagement initiatives.
• The ideal candidate brings a blend of strategic oversight and operational responsiveness, aimed at improving the merchant experience and driving business growth.

Key Responsibilities
POS Hotline Management:

• Oversee hotline responsiveness with ASA (Average Speed of Answer) ≤20 seconds.
• Ensure abandonment rate remains below 5% through real-time queue management and agent readiness.

Settlement & Reversals:

• Monitor and drive compliance with POS reversal SLA—ensuring ≥90% are resolved within 1 hour.
• Track escalated cases and coordinate follow-through with Finance and Escalation desks.

Hardware Liaison:

• Serve as key contact for hardware-related issues.
• Ensure Mean Time to Repair (MTTR) for faulty POS terminals is ≤24 hours by coordinating field engineer dispatch and repair cycles.

Fraud Coordination:

• Liaise with Fraud Desk to ensure customer disputes and fraud escalations are resolved within 48 hours.
• Support investigations with data from ticketing systems and merchant logs.

Field Training & Merchant Engagement:

• Organize quarterly training sessions for agents and merchants to reduce service issues and promote digital literacy.
• Provide guidance on fraud SOPs, transaction monitoring, and effective use of POS terminals.

Requirements

• B.Sc. in Business Administration, Banking, Finance, or related field.
• Minimum 5 years of experience in merchant operations, agency banking, or POS support in fintech, telco, or microfinance.
• Hands-on experience with POS portals, Avaya/telephony systems, CRM/ticketing tools, and analytics platforms like Power BI.
• Strong interpersonal, analytical, and troubleshooting skills.

Method of Application
Interested and qualified candidates should send their application to: recruitment@kolomonimfb.com using the Job Position as the subject of the email.