Coordinates backend operations for partner and customer support, frozen balance management, product delivery and change implementation, and finance reconciliation support at Airtel Tanzania.
Responsibilities
- Perform daily reconciliations on key services including TIPS, government payments, and other critical services
- Resolve transactional customer queries escalated from customer service channels at level 2
- Monitor key service transactions through dashboards, identify exceptions, and proactively address them
- Monitor customer query resolution service-level agreements
- Conduct customer service quality assurance monitoring
- Monitor, trend, and clear ambiguous transactions
- Communicate with third parties regarding ambiguous transactions for confirmation
- Settle ambiguous transactions
- Initiate TIPS transaction reversals in the TIPS portal
- Initiate transaction reversals in the AM web GUI
- Work with Customer Experience teams to ensure settlements and reversals are approved within service-level agreements
- Attend to vendor queries related to frozen balances and investigate variances
- Perform and sign off user acceptance testing on applicable changes
- Handle level 2 escalations on system-related matters from the Customer Experience back office
- Manage support tickets for issues raised
- Manage vendor support service-level agreements
- Perform daily reconciliations for interoperability and banks
- Investigate reconciliation exceptions for billing purposes
- Address sweep-related queries from Finance and third parties
Requirements
- Advanced Diploma or Bachelor’s degree
- Business, Finance, or Information Technology educational background preferred
- Mobile Financial Services experience
- End-to-end financial reconciliation skills
- Transaction monitoring and exception investigation skills
- Customer query resolution and service-level agreement monitoring
- User acceptance testing and system issue escalation skills
- Ability to work effectively in a virtual team
- Strong communication and corrective action recommendation skills
