Jaja Finance

Customer Success Manager

• Managing and building complex, cross‑channel customer journeys using segmentation, Liquid code, webhooks, and multiple communication channels.
• Building complex customer segments using SQL‑based logic, including AND/OR conditions and detailed inclusion criteria.
• Participating in meetings with Data Ops and Engineering teams to ensure the right events and attributes are ingested to support sophisticated customer journeys.
• Working closely with the Lifecycle team to translate defined customer problems into effective solutions within Braze.
• Studying business KPIs to ensure the correct data points are ingested into Braze and aligned to overall business objectives.
• Educating the wider business on Braze’s features and capabilities to address key pain points.
• Supporting the wider business by delivering campaigns aligned with urgent regulatory updates.
• Operating effectively in a fast‑paced, reactive environment.

CRM Manager

Customer Support

• Handling Customer Inquiries: Efficiently manage incoming calls resolving customer inquiries and provide accurate information about our products and services.
• Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
• Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
• Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
• Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery.
• Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
• Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.

Customer Service Agent

Financial Crime

• Investigating credit card fraud & financial crime application and transactional fraud reports from start to finish
• Reviewing cases where fraud and money laundering is suspected and creating reports in close collaboration with our Head of Fraud and MLRO
• Close collaboration with Fraud & Financial Crime Strategy Leads through the observation of latest trends - providing a crucial feedback loop to inform our fraud strategy
• Delivering an exceptional customer experience to individuals impacted by fraud
• Handling fraud related customer enquiries via webchat, emails and phone calls

CRM Manager

Customer Service Agent

Fraud and Financial Crime Investigator