Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, Tanzania, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.

Branch’s mission-driven team is led by founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced our Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Job Overview

Reporting to the Risk and Compliance Manager, you will work with the Customer Success teams such as Customer Service, Loan Review, Servicing & Collections, and Payment Operations, KYC, and Fraud to ensure that these teams are ensuring compliance with set targets and SLAs in Customer experience. You will also work closely with other stakeholder teams to ensure operational effectiveness.

Responsibilities

• Tracking, investigating, ticketing, and following up on customer issues.
• Analyses/audits, calls, emails, chats, social media handles, review loan applications, and customer surveys using quality monitoring tools.
• Making process/product recommendations raised from customer interactions and evaluations.
• Holding feedback sessions in an effort to correct Quality issues promptly.
• Facilitates calibration sessions with stakeholder teams
• Identify training needs on products/processes, prepare training materials, and organize the training to meet quality standards.
• Generate weekly reports based on the conformance and quality of work done.
• Conduct investigations for Customer intelligence purposes.
• Support the marketing and product team with their data needs.
• Reviewing fraud claims / reports and resolving them.
• Reviewing suspicious transactions.

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications -- so if you’re unsure that you meet the criteria, please do not hesitate to apply!