Are you passionate about delivering exceptional customer service while playing a vital role in protecting our business and customers? We are seeking a Customer Care Analyst to join our Fraud Operations Team, where you'll support the identification and resolution of fraud-related issues while providing top-notch assistance to our customers.

This role offers an exciting opportunity to work in a fast-paced environment focused on customer care and fraud prevention. You'll collaborate with cross-functional teams to ensure our customers receive the best support while helping to safeguard the integrity of our operations.

In this role, your responsibilities would include:

Fraud-Related Customer Support

• Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
• Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
• Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.

Fraud Monitoring and Investigation

• Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
• Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
• Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.

Team Collaboration and Accountability

• Partner with sales and operational teams to implement fraud prevention policies.
• Provide feedback and support for disciplinary actions in cases of policy violations.
• Contribute to team discussions on improving fraud prevention processes and customer care strategies.

Reporting and Documentation

• Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
• Assist in preparing reports on fraud trends and resolutions for internal stakeholders.

This is an fully remote role and you will be working alongside a diverse group of team members based in locations such as the UK, Europe, and Africa.

To be successful in this role, we would expect that you have experience/evidence of the following:

• Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
• Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
• A keen eye for detail and the ability to identify patterns or risks in customer interactions.
• Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
• A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
• A minimum of two years’ experience in a professional role, preferably in customer service.

Join our Fraud Team and be part of an exciting journey to deliver exceptional care while safeguarding our customers and business.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.