Back Office Representative

At Fido, we are building the future of finance in Africa, powered by advanced technology, data-driven decision-making and bold thinking.

Through AI, cutting edge data science and automation, we’re redefining how people access and experience financial services. Our goal is to make finance simple, smart and accessible, giving everyone the confidence to take charge of their financial story

Joining Fido is an opportunity to drive real impact, solve meaningful problems and contribute to building a future where millions have the tools to create, grow and thrive.

As the Back Office Representative, you will support back office operations in South Africa, ensuring seamless execution of operational processes, accurate transaction processing, and strong operational controls.

You will be responsible for coordinating and executing back office activities, investigating operational issues, and ensuring timely resolution of transaction-related exceptions. This role requires close collaboration with cross-functional teams including Finance, Risk, Customer Experience, Product, Technology, and third-party operators to drive efficiency, resolve issues, and ensure smooth operational delivery.

This is a critical role in ensuring operational accuracy, customer trust, and scalability in a fast-growing fintech environment.

What you will do:

Back Office & Transaction Operations

• Perform daily transaction monitoring, analysis and reconciliations across customer accounts, payments, disbursements, and repayments.
• Investigate transaction exceptions and resolve discrepancies within expected turnaround time by engaging with internal teams and external partners.
• Process and verify back office requests and operational activities accurately and within agreed timelines.
• Ensure operational compliance by keeping accurate, complete and up to date records.
• Handle sensitive account-related actions such as account updates, deactivations, and credential resets.
• Monitor pending transactions and operational requests, ensuring timely follow-up and resolution.
• Escalate unresolved or complex operational issues to the relevant teams.

Data, Reporting & Operational Support

• Prepare and analyze operational data to support decision-making and identify trends, exceptions, and operational risks.
• Maintain accurate records and trackers for back office activities and outstanding issues.
• Track key operational metrics including turnaround time, backlog, transaction exceptions, and resolution rates.
• Identify recurring operational issues and work with relevant teams to improve processes and reduce errors.
• Support the implementation and maintenance of standard operating procedures and operational controls.

Cross-functional Collaboration

• Work closely with Finance, Risk, Customer Experience, Product, Technology, and other teams to resolve operational and transaction-related issues.
• Coordinate with third-party service providers where required to resolve operational issues and ensure timely service delivery.
• Provide accurate and timely updates on outstanding operational matters.
• Support process improvement and automation initiatives aimed at improving efficiency and reducing manual work.

• 2–4 years of experience in back office operations, transaction processing, customer operations, financial services, fintech, telecom, or a high-volume operations environment.
• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Strong understanding of transaction processing, reconciliation workflows, and operational controls.
• Experience working with CRM, helpdesk, and back office systems.
• Strong data and analytical skills with attention to detail and problem-solving capability.
• Ability to work independently with minimal supervision.
• Proven ability to collaborate effectively across cross-functional teams.
• Strong communication and interpersonal skills.
• Ability to work accurately under pressure and manage multiple tasks within defined timelines.
• Experience in fintech or digital lending is an advantage.