Crossover Microfinance bank Ltd was first incorporated under the name Pacific Savings and Loans Ltd in 1992. With a new focus and team in 2010 the bank was later rebranded Crossover Savings and Loans Ltd aka Crossover Mortgage Bankers. With the ever growing financial need in the retail sector and with new investors, Crossover downscaled it operations from mortgage to microfinance in 2014 to empower micro and small scale businesses in the retail sector. It commenced full scale microfinance operations in March 2016. Crossover Microfinance Bank Ltd is duly licensed by the Central Bank of Nigeria (CBN) and certified by NDIC with a paid up capital of N450 million.
About the Role
- We are seeking a highly organized and customer-focused User Operations Specialist to support our growing user base and improve the overall user experience.
- The ideal candidate will be responsible for managing user inquiries, resolving issues efficiently, analyzing user feedback, and collaborating with cross-functional teams to enhance operational processes.
Key Responsibilities
- Serve as the primary point of contact for user inquiries, complaints, and support requests.
- Investigate, troubleshoot, and resolve user issues within agreed timelines.
- Monitor user activities, identify operational gaps, and escalate critical issues.
- Analyze user trends and feedback to recommend process improvements.
- Prepare periodic reports and insights to guide decision-making.
- Ensure all user interactions meet company service standards.
Requirements
- Bachelor’s degree in any relevant field.
- 3 - 4 years’ experience in user operations, customer support, or related roles
- Strong analytical, communication, and problem-solving skills.
- Proficiency with CRM tools, support systems, and productivity software.
- Ability to multitask, prioritize, and work in a fast-paced environment.
- High level of professionalism, empathy, and attention to detail.
Method of Application
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