Product Support Executive

Qualifications

• Bachelor's degree in economics/ Business/ Social studies/ commerce or related field.
  
• Post Graduate qualification in Business, commercial/banking field will be an added advantage.
  
• A minimum of 2 year of experience in customer service, commercial or Business Development, and relationship management.
  

• Handle all Channel partners queries relating to disbursements, collections and receipt of funds.
  
• Support in the development and review of Airtel Money processes and procedures relating to Corporate and subscriber segments.
  
• Process Pin rests and SIM swap requests for partners and channel partners management including but not limited to account barring, account unlock, pin reset, password reset and IP modification.
  
• Initiate static data modification in the Airtel Money ecosystem upon validation.
  
• Timely Creation and set up of partners and subscribers upon submission of valid and compliant requests.
  
• Ambiguous settlement for all transactions that remain single sided after end of business day processing.
  
• Churn management in collaboration with the provisioning team and AM business intelligence team.
  
• Corporate and subscriber reversal for offnet and onnet transactions within set service level agreements and compliance parameters.
  
• Corporate statement generation upon valid request submissions.
  
• Quarterly interest payment processing in collaboration with compliance, finance and legal teams.
  
• Fraud control tools management e.g. SAS, RACE alert management.
  
• Customer complaint and failure analysis, interpretation and proposal to management for improvements.
  
• Adherence to internal policies and procedures.
  
• Highlighting of fraud or any abnormal behaviour.
  
• Reporting.