Job Description
Agent Onboarding & Administration (25%)
- Support the recruitment, onboarding, and activation of Super Agents and Retail Agents.
- Verify onboarding documentation and ensure completeness of KYC and compliance requirements.
- Coordinate agent registration, profile maintenance, and system setup.
- Maintain accurate records of all agents and related documentation.
- Support agent contract administration and renewal processes.
Operational Support (20%)
- Serve as the first point of contact for agent operational queries and support requests.
- Monitor agent activation, transaction activity, and service utilization.
- Escalate and track resolution of operational issues affecting agents.
- Support agent liquidity management and cash monitoring activities.
- Ensure timely processing of agent requests and service tickets.
Agent Relationship Support (10%)
- Maintain regular engagement with agents to ensure high service standards.
- Support agent retention and engagement initiatives.
- Coordinate communication of new products, services, policies, and promotions to agents.
- Assist in gathering feedback from agents and customers to improve service delivery.
Compliance & Risk Monitoring (10%)
- Ensure agents comply with operational procedures, KYC requirements, AML/CFT guidelines, and internal policies.
- Support periodic agent reviews and compliance checks.
- Escalate suspicious activities, operational incidents, and compliance violations.
- Assist in implementation of risk mitigation and fraud prevention measures.
- Support audit and regulatory compliance activities.
Training & Capacity Building (10%)
- Coordinate agent training and refresher programs.
- Support development of training materials and operational guides.
- Educate agents on products, compliance requirements, service standards, and operational procedures.
- Monitor training participation and effectiveness.
Performance Monitoring & Reporting (10%)
- Monitor agent transaction volumes, activity levels, and network performance.
- Prepare periodic reports on agent performance, onboarding, compliance, and operational metrics.
- Track key service delivery indicators and escalate performance concerns.
- Support data collection and analysis for business reviews and decision-making.
Customer Experience Support (10%)
- Support prompt resolution of customer and agent complaints.
- Monitor service quality across the agency network.
- Ensure adherence to customer service standards.
- Identify opportunities to improve customer and agent experience.
Agent Due Diligence & KYC (5%)
- Conduct agent due diligence, background verification, and onboarding compliance reviews.
- Ensure proper KYC documentation and compliance records are maintained for all agents.
- Support periodic reviews and recertification of agents in line with regulatory requirements.
- Review agent ownership structures and risk profiles to ensure compliance with Bank standards.
MINIMUM POSITION QUALIFICATION REQUIREMENTS
-
Academic & Professional
Particulars Detail Specific Field or Qualification Need Type Education Bachelor’s Degree Bachelor in Banking/Finance/ Business Administration/ Economic/ Marketing or equivalent RQ Professional Qualifications Business field AA Master’s Degree Business Administration AA -
Experience
Particulars Detail Need Type Experience in a similar role Minimum of 2 years RQ
Apply Now ↗
How well do you match?
Get an instant AI match score for this role — free, takes 3 minutes.
Tailor your CV for this role
The concierge rewrites your whole CV and writes a matching cover letter for this job — opens right here, nothing to paste.
Tailor My CV to This Job ✍️Free cover letter for this job
Upload your CV and get a tailored cover letter in seconds — free, no account needed.
Generate a Cover Letter 📝