Customer Engagement & Growth Executive  Nigeria

Fortis Mobile Money Limited is a licensed mobile money operator by the Central Bank of Nigeria (CBN) that provides mobile payment services in Nigeria. With a vast knowledge of the bottom of the pyramid, we are a leader in the financial inclusion of the unbanked and other sectors of the economy. Individuals, businesses, and corporate institutions can use Stored Value Accounts (SVA) as wallets to pre-fund and perform various payment transactions. Fortis Mobile Money LTD is PCI-DSS, ITIL, and ISO 8583 compliant, and our deployments comply with global security standards. Individuals can visit any Fortis agent location to register, or download the FortisPay application on the Google Play Store and Apple App Store to carry out a self-registration. We are  recruiting to fill the position below: Recruitmentsoftware

 Job Title: Customer Engagement & Growth Executive

Location: Nigeria 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.

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.

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.

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.

Not Specified. How to Apply

Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using the Job Title as the subject of the mail. Careercounseling