Our Values:

People First – We are scaling fast, but we will grow with empathy and kindness – to our people and clients.

Better, together – We will always find a solution, but we know we can do it better together.

Passion for Product – We are built on one common mission, to build the best product for our customers.

Think Big. Brave. Bold. – We will never stop innovating or pushing boundaries to stay ahead of the curve.

We’re only human – We can’t always win, or always be right. But we will always be honest, authenticand accountable.

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What you’ll be doing

We’re looking for a  Transaction Officer for all transaction queries with both internal and with external stakeholders. You will acquire a broad understanding of all aspects of the business with a primary focus on suspicious transactions. Providing existing clients with timely, considered service, supporting the effectiveness of the APS sales team, developing internal and external processes within the broader team growth.  

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In this role, you’ll be:

• Responding to cases raised by our clients, other financial institutions or the police in a timely & professional manner.
• Building strong relationships internal and external stakeholders.
• Working closely with the Client Success Manager to improve processes.
• Providing excellent client service with the best possible outcome.
• Responding to incoming cases from external parties.
• Addressing these cases in a timely and professional manner aiming for the best possible outcome

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What we need from you

• Providing professional customer service at all times.
• Accurate record keeping across different platforms.
• Efficiently time manage and prioritise tasks.
• Excellent Microsoft Office skills.
• Ability to work both collaboratively and individually

Your experience and knowledge

Although specific skills are preferable, we are open to hear from people with varying backgrounds.

• Customer service experience essential.
• Some familiarity with finance and/or payments platforms highly desired.
• Ability to respond to queries in a professional and independent manner.
• Demonstrated attention to detail.
• Desire to contribute to a small but growing team, including refining internal processes.

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Monoova benefits

• Flexible Working Arrangement
• Supportive leadership team
• Short-term incentiveprogram
• Great team culture withregular events (COVID permitting)
• Experience of buildingsomething new and exciting!

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Key Performance Indicators:

• Service client cases in a timely and professional manner.
• Assist with the improving processes with the Client Success Manager.
• Accurate record keeping across different platforms.
• Responding to internal and external stakeholders within SLAs.

Training Requirements for this role:

• RG 146
• AML

Key relationships

• Externally: Clients and Service Providers (e.g. platforms and dev community)
• Internally: Marketing, Compliance, Client Services,Product
• Reporting to: Client Success Manager

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