Job descriptions & requirements
ABOUT THE COMPANY
Umba combines advanced tools and techniques to optimize risk exposures in emerging markets that are currently underserved by traditional banking services. The Umba platform allows users to apply, receive and repay microloans through their mobile phone while using machine learning to underwrite using a risk score that is highly accurate and improves over time. umba has just rolled out a new online POS solution and is teaming up with some of the biggest e-commerce merchants to increase customers access to online goods and services.
JOB SUMMARY
Qualifications & ExperienceBachelor’s degree in Business, Finance, Information Technology, or related field.2–4 years’ experience in digital banking or banking operations.Knowledge of digital banking platforms, APIs, and payment ecosystems.Familiarity with AML/CFT, KYC, and regulatory requirements.Strong analytical and problem-solving skillsExcellent communication and customer service skillsAbility to work with digital systems and dashboardsHigh attention to detail and accuracy
RESPONSIBILITIES
Digital Customer Onboarding & Account ManagementProcess digital account opening applications and ensure completion of KYC/AML requirements.Verify customer identity and documents through digital verification tools.Review and approve/decline onboarding requests based on risk assessment.Manage customer account maintenance requests (e.g., profile updates, limits).Digital Transactions & Payment OperationsMonitor and process digital payments, transfers, bill payments, and mobile money integrations.Manage transaction exceptions, reversals, chargebacks, and disputes.Ensure timely resolution of failed transactions and customer complaints.Monitor payment channels for operational anomalies.Fraud, Risk & ComplianceMonitor digital channels for suspicious activities, transaction anomalies, and potential fraud.Escalate and investigate fraud cases in line with internal policies and regulatory guidelines.Support AML/CFT monitoring and reporting (STR/CTR) where applicable.Ensure adherence to POCAMLA, CBK regulations, and internal digital banking policies.System & Channel MonitoringMonitor the digital banking platform (web/app), APIs, and third-party integrations for uptime and performance.Identify system issues and coordinate with IT/Tech teams for resolution.Participate in testing of system upgrades, new features, and integrations.Maintain incident logs and support post-incident reviews.Customer Support & Service ExcellenceProvide high-quality operational support to customers via chat, email, calls, and social media.Ensure fast resolution of customer issues while maintaining high compliance standards.Create and maintain FAQs, process guides, and self-help resources.Process Improvement & AutomationIdentify operational inefficiencies and recommend automation opportunities.Support the implementation of automated workflows and digital process improvements.Review and update SOPs and operational manuals for digital processes.
REQUIRED SKILLS
Reporting, Partnerships, Operations planning, Account management, Customer service
REQUIRED EDUCATION
Bachelor's degree
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