Job Description

About MiKashBoks

Founded in 2021, MiKashBoks is a fintech business that seeks to transform the financial experience of the last billion. Our award-winning app provides ‘banking as a service’ for the informal sector – both individuals and groups – so that people at the bottom of the financial pyramid can build a financial footprint and get access to financial services.

MiKashBoks has a growing base of customers in rural Sierra Leone and is launching a project, in partnership with the ILO and SLeCAD, to digitize existing Village Savings and Loan Associations belonging to several local and international INGOs.

About the role

MiKashBoks is hiring an experienced program officer to be the first point of contact with our partners and the VSLAs based in the Makeni/Lunsar/Port Loko region. The program officer will provide a mixture of customer service and product support while also being engaged in community outreach and sensitization. They will be expected to develop deep relationships with the VSLAs, local implementation partners, financial service providers, and the MiKashBoks team.

The role will encompass, but not be limited to the following:

Field based support

▪     Travel to local communities and build relationships with VSLA leaders, local stakeholders, and financial service providers

▪     Assisting in initial VSLA digitization trainings focused on downloading/installing MiKashBoks, setting up the group on the app, recording meetings and other app usage

▪     Leading on early life support – making sure your groups are recording meetings

▪     Monitoring inbound calls

▪     Scheduling regular field visits

▪     Solving customer service issues at a local level

▪     Customer sensitization on using MiKashBoks and explanation of benefits possible via engagement with other stakeholder organizations

Partner liaison

• Build relationships with local partners – sponsoring NGOs, mobile money operators, financial service providers
• Liaise with them to provide support to the VSLA groups
• Organise training for VSLAs on services offered by partners

Working with the MiKashBoks team

▪     Logging customer issues into a web-based customer support system

▪    Creating tickets for unusual situations

▪     Following up with MiKashBooks Deployment lead, and engineers, via Slack, on difficult to solve issues

▪     Documenting unusual/unexpected errors and adding to our internal knowledge base

▪      Documenting customer barriers, bottlenecks and other issues pertaining to the deployment

▪ Utilising provided materials including FAQs and Flow Charts to provide consistent customer service

About you

Successful candidates will have:

• Demonstrated programming experience: A proven record of delivering prompt, courteous and efficient program support in the field, on a one on one level
• Field Experience: Demonstrated history of working in rural Sierra Leone with a focus on training and service delivery
• VSLA Knowledge: Understanding the concept and operations of VSLAs
• Communication skills: able to distil complex information into clear, simple instructions.

Able to bridge customer needs and experiences to the MKB product and engineering teams. Excellent writing skills with proactive attention to detail

• Action-oriented: creates solutions and sticks to tasks, insures customer satisfaction
• Customer Focus: dedicated to meeting the expectations and requirements of VSLA leadership
• Time Management Skills: prompt follow up to customers, escalating issues when necessary, communicating internally on customer needs
• Integrity and trust: able to keep customer information confidential and work independently
• Training and Marketing: Ability to guide VSLAs through app installation and usage and to sell them on the benefits of use
• Initiative and problem-solving: consistent desire to learn about the MiKashBoks platform. Desire to learn new skills and able to follow-up on tickets, bugs and open issues

Needed Skills

• Full professional proficiency in English
• Previous experience using customer support software
• Knowledge of VSLA princinples and operations
• Knowledge of Whatsapp for Business, Slack, Facebook and Google Drive products including sheets, slides and docs
• Previous experience working within rural communities
• Previous experience working independently with a high degree of trust and integrity

Advantages

• Previous or current experience as a mobile money agent is highly desirable
• This role is for highly motivated and independent candidates. We have partners in Makeni, Port Loko, and Lunsar. You will be expected to work with these partners locally at their offices and also support up to 50 VSLA groups in the surrounding communities. You will need to be highly organised, flexible and able to communicate effectively while solving complex issues. This is not a role for someone wanting to sit behind a desk
• Candidates with their own transportation are highly encouraged to apply, MiKashBoks will pay a reasonable transport allowance

What Excites You

• You have a genuine passion to help people
• You like working in a small team where everyone does a bit of everything
• You’re OK with ambiguity
• You’re results driven and get stuff done
• You’re excited to work with customers of all shapes and sizes.

The role will report directly to our Deployment Team.

The role will be based out of our partners offices in Makeni, Port Loko and Lunsar

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To apply fill out the Google Form here: https://forms.gle/6SWDvwcwkqDFKMA18