Agent Support Officer (ASO)

Agent Support Officer

PalmPay is a leading fintech platform driving financial inclusion across Africa and beyond. With over 40 million users, we are scaling innovative financial services that are accessible, rewarding, and impactful. Our growth is powered by talented people, and we are committed to building a high-performing workforce through continuous learning and development.

Job Summary

The Agent Support Officer (ASO) is responsible for coordinating the retrieval, replacement, and deployment of POS terminals for walk-in agents, while ensuring smooth aftersales support services. The role also includes managing coin redemption transactions, maintaining accurate records, and providing timely technical assistance to agents to minimize downtime and maximize satisfaction.

Key Responsibilities

• Coordinate retrieval and replacement of faulty POS terminals.
• Facilitate deployment of POS terminals for walk-in agents.
• Manage and reconcile coin redemption transactions.
• Provide technical support and address agent inquiries.
• Generate reports on repairs, coin transactions, and agent services.
• Identify recurring issues and recommend process improvements.

Key Competencies:

• Customer-focused mindset
• Technical aptitude
• Process improvement orientation
• Accountability and integrity
• Teamwork and collaboration

Education & Experience

• Bachelor's degree in Business Administration or related field
• A minimum of 1-3 years' experience as a Customer Service Representative or Agent Service Officer in a Fintech or Financial institution.
• Professional Certification in Customer Service is an added advantage.