FairMoney

Customer Support

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.
• Lead weekly CX governance meetings and track action items to closure.
• Monitor CX KPIs / OKRs and identify improvement opportunities.

Customer Experience Optimization Specialist

Business Intelligence Developer

• Analyze large datasets across the lending lifecycle (acquisition, underwriting, disbursement, repayment, collections, recovery).
• Identify trends, risks, and opportunities to improve portfolio performance.
• Deliver actionable insights to Credit, Operations, Product, and Leadership teams.
• Build and maintain real-time dashboards (e.g., PAR, NPLs, recovery rates, disbursement volumes).
• Automate recurring reports for daily, weekly, and monthly performance tracking.
• Ensure data accuracy, consistency, and accessibility across teams.
• Support development and monitoring of credit scoring models using alternative data (telco, behavioral, banking, device data).
• Track portfolio health metrics (PAR 30/90, roll rates, default rates).
• Conduct cohort analysis to evaluate loan performance and risk segmentation.
• Analyze repayment behavior and optimize collections strategies.
• Build segmentation models for early-stage, late-stage, and high-risk borrowers.
• Support skip tracing and recovery optimization using data insights, including escalation effectiveness.
• Partner with Product teams to track user journeys, conversion funnels, and drop-off points.
• Design and evaluate A/B tests to improve acquisition, engagement, and repayment rates.
• Provide insights to optimize pricing, loan offers, and customer targeting.
• Work with Data Engineering to improve data pipelines, ETL processes, and warehouse structures.
• Automate manual reporting processes using SQL, Python, or BI tools.
• Ensure data governance and best practices in analytics.
• Support reporting requirements aligned with Central Bank of Nigeria (CBN) guidelines.
• Ensure integrity of financial and risk data used for audits and regulatory submissions.

Business Intelligence Analyst

Copywriter

• Write clear, engaging, and user-centered copy across FairMoney's digital products and marketing channels, including the mobile app, website, CRM campaigns, social media, product interfaces, and marketing materials.
• Translate complex financial products and services into simple, relatable messaging that customers can easily understand and trust.
• Create campaign concepts, headlines, taglines, scripts, and calls-to-action that drive acquisition, engagement, and retention.
• Adapt messaging for different customer segments while maintaining a consistent FairMoney tone of voice across all touchpoints.
• Collaborate closely with Product, Growth, Design, Customer Experience, and Marketing teams to develop and execute high-impact campaigns.
• Create culturally relevant content that reflects the realities, language, and everyday experiences of Nigerian consumers.
• Edit and proofread copy across the business, ensuring clarity, accuracy, consistency, and compliance with brand and regulatory standards.
• Support product launches, seasonal campaigns, employer branding, partnerships, and customer education initiatives.
• Stay informed on customer insights, market trends, and competitor messaging to improve communication effectiveness.

Product Designer

• Shape FairMoney's design vision
• Own the end-to-end design strategy across Product and Marketing, creating a consistent experience across every customer touchpoint from acquisition campaigns to product interactions and long-term engagement.
• Build a world-class design function
• Lead and evolve a multidisciplinary design organization spanning Product Design, Brand Design and Creative. Establish high standards, scalable processes and a culture of craft, ownership and continuous improvement.
• Create experiences customers love
• Drive UX and UI excellence across our mobile and web products. Champion customer research, usability testing and data-informed decision making to simplify complex financial experiences.
• Elevate our brand
• Lead the creative direction for marketing campaigns and brand initiatives that increase awareness, strengthen trust and differentiate FairMoney in highly competitive markets.
• Own design's impact on Marketing
• Partner closely with Product, Growth and Marketing to improve the metrics that matter from acquisition and onboarding completion to activation, engagement and retention.
• Embed AI into the creative workflow
• Champion AI-first design practices across the team. Continuously experiment with emerging tools to accelerate ideation, prototyping, creative production and operational efficiency while maintaining exceptional quality.

Head of Design

People Operations

• Coordinate the end-to-end recruitment and selection process for all outsourced hires, including job posting, screening resumes, conducting interviews, and coordinate with the outsourcing partners to send offers to successful candidates.
• Ensure smooth onboarding process for all new outsourced hires, including orientation, documentation, and providing necessary information and resources in coordination with the outsourcing partners.
• Maintain an up to date employee database, including personal information, employment contracts, and benefits enrolment.
• Handle employee inquiries and provide guidance on HR policies, procedures, and programs.
• Process outsourced staff payroll and ensure accuracy of employee compensation, deductions, and benefits.
• Manage employee attendance, leaves, and timekeeping records.
• Administer employee benefits programs, such as HMO, pension plans, and employee assistance programs.
• Support employee relations initiatives by addressing employee concerns, grievances, and disciplinary matters in accordance with company policies and legal requirements.
• Contribute to the development and implementation of employee engagement programs and initiatives to foster a positive work culture and enhance employee satisfaction.
• Assist in organizing employee events, recognition programs, and team-building activities.
• Assist in the development, implementation, and communication of HR policies, procedures, and employee handbook.
• Stay updated on relevant employment laws and regulations and ensure HR practices are compliant.
• Assist in conducting internal audits and reviews to identify areas of improvement in HR processes and compliance.
• Assist in the performance management process, including goal setting, performance reviews, and performance improvement plans.
• Maintain performance records and support managers in addressing performance-related issues.
• Prepare HR reports and metrics, such as headcount, turnover, and employee demographics.
• Analyze HR data to identify trends and insights and provide recommendations for improving HR strategies and processes.

People & Culture Specialist

Account Manager

• Originate and close merchant and SME loan deals across key sectors including FMCG, Mobile & Electronics, Fashion, household Goods, Building Materials, retail chains, amongst others.
• Own end-to-end loan sales execution: prospecting, on-boarding, credit documentation, disbursement coordination, and post-disbursement monitoring.
• Build, grow, and actively manage a high-quality loan book, ensuring strong utilization, healthy repayment behavior, and minimal delinquency.
• Drive repeat borrowing and loan up-sell by deepening lending penetration within existing merchant portfolios.
• Work closely with credit and risk teams to ensure quality underwriting while meeting aggressive lending targets.
• Achieve and exceed assigned loan volume, loan value, and portfolio growth targets for the region.
• Monitor daily, weekly, and monthly KPIs across loan disbursement, portfolio quality, repayment, and transactions.
• Actively drive to meet and exceed lending and payments performance targets.
• Conduct regular merchant visits to drive loan performance, address risks early, and unlock new lending opportunities.
• Track market and competitor lending trends and provide insights to management to improve product and pricing strategies.
• Drive adoption of offline payment solutions (POS terminals) as an enabler for lending and transaction visibility.
• Ensure lending merchants actively process transactions via POS to support credit assessment and repayment tracking.
• Monitor merchant activity, follow up on inactive terminals, and coordinate POS retrieval when required.
• Grow regional transaction volume, value, and revenue in alignment with lending objectives.

Customer Experience Optimization Specialist

Business Intelligence Analyst

Copywriter

Head of Design

People & Culture Specialist

Relationship Manager – Business Banking