CI Fraud Communications Officer

How you'll help us achieve it

We are looking for a customer-oriented and curious Fraud Communications Officer. You'll join our Fraud Risk team of over 30 people, distributed across Senegal and Côte d’Ivoire.

Under the supervision of the fraud communication lead and in collaboration with the Fraud Analysts, you'll take ownership of detecting and resolving fraud cases by analyzing customer and agent activities.

The Fraud Risk team is currently working on:

Reducing rebalance gaming by < 1% in all markets and distribution gaming (including merchant) by < 3 % in all countries.

Closing tickets within 48 hours.

Lowering the call-back rate.

Responding to requisition requests within 48 hours (open days).

In this role, you'll;

Respond to incoming calls from our users or agents subject to fraud or commission cuts, ensuring they have the best possible experience.

Identify patterns in user feedback and translate those into suggestions for improving our user experience and fraud.

Quickly identify major issues affecting several users and be an advocate for having them addressed swiftly.

Participate in training & team meetings.

Key details

Location: Abidjan, Côte d’Ivoire.

Work authorization in Côte d’Ivoire is required.

This is a permanent position.

Our salaries are competitive and calculated using a transparent formula.

We offer generous health insurance for you and your dependents.

We support working parents - we offer parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.

We help you live your fullest life now! We subsidize gym memberships and fitness classes.

Airtime reimbursement.

Free food and a beautiful office space.

Requirements

Professional or native fluency in English and French. Speaking a local language would be a plus.

Minimum of one year of experience working in customer support at a call center, mainly in the back office.

Primary education with at least 2 years undergraduate diploma.

IT background is a plus.

You might be a good fit if you

Truly enjoy helping to solve problems for our awesome customers.

Exhibit excellent written and verbal communication skills.

Possess a strong ability to remain calm, empathetic, and professional when engaging with individuals affected by fraud.

Have good computer application skills.

Are motivated to help Wave grow by providing stellar service to our customers.

Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.

Are available every day of the week, including weekends if necessary.