Customer Engagement & Growth Executive

About the Job

• We are seeking a Customer Engagement & Growth Executive to join its Customer Experience team. This is a telephone-based role built on a simple premise: every customer conversation is also a growth opportunity.
• The role owns both the service outcome and the growth outcome on a single call, resolving customer issues with excellence while converting the direct, unfiltered signal those conversations surface, on subscribers, agents, and merchants, into measurable growth for Fortis.

Responsibilities
Customer Experience:

• Respond to and resolve customer inquiries across phone, email, and chat channels within agreed SLAs.
• Handle inbound and outbound phone-based resolutions, including live troubleshooting and first-contact resolution on account and transaction issues.
• Support account-related actions such as verification support, tier upgrades, and dispute resolution, in line with company protocol.
• Escalate KYC, compliance-sensitive, and high-risk cases (e.g. account takeover attempts, regulatory complaints) to the designated compliance function for review and approval.
• Maintain accurate records of customer interactions and support quality assurance efforts across the team.
• Support daily reconciliation, reporting, and other operational CX tasks as assigned.

Growth & Conversion:

• Identify growth signal surfaced through CX conversations across three segments: Retail Subscribers, Agents (Individual and Business), and Merchants.
• Directly close subscriber-level growth opportunities identified on calls, including tier upgrades, reactivation, and bill payment adoption.
• Qualify agent and merchant leads generated through customer or market contact, and warm-hand them off to the Business Development team for field-based onboarding and closing.
• Build initial rapport with prospective partners, vendors, agents, or merchants introduced through customer contact ahead of handoff.
• Track our Customer Management and Engagement channels for conversion opportunities and ensuring that they are closed.
• Track and report growth activity and pipeline, segmented by customer category, to the Head of Customer Experience.
• Collaborate with the Business Development, Marketing, and Product teams to relay customer and market insight that can inform growth strategy.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
• 1 to 3 years of experience in customer service, business development, or a related client-facing role, preferably in fintech, banking, or financial services.
• Excellent verbal and written communication skills.
• Strong relationship-building and negotiation skills.
• Comfortable working with CRM/helpdesk tools (e.g. Freshdesk) and basic reporting in Excel.
• Familiarity with KYC/AML procedures and regulatory compliance requirements in the Nigerian fintech space is an advantage.
• Self-motivated and target-driven, with the versatility to own both service and growth outcomes on the same call.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV to:  using the Job Title as the subject of the mail.

Share this job: