Business Unit Agent

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

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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.

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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.

Job Purpose

The Business Operations Officer supports the Business Unit by enhancing customer engagement, improving the quality of document verification, and driving operational excellence. The role works closely with internal teams to improve customer experience, increase loan conversion, maintain quality standards, and identify process improvements that support the Business Unit's strategic objectives.

Key Responsibilities:

• Educate and follow up with customers to improve onboarding and loan conversion.
• Resolve first-level customer inquiries and escalate complex issues where necessary.
• Review customer documents for accuracy, completeness, and compliance with company standards.
•  Identify causes of document rejection and recommend improvements to reduce errors and turnaround time.
• Capture customer feedback, analyze operational trends, and identify opportunities for process improvement.
• Prepare operational reports and monitor key performance indicators.
• Support quality assurance, compliance, and continuous improvement initiatives.
• Collaborate with Product, Marketing, and Field Teams to enhance customer experience and operational efficiency.

Key Performance Indicators (KPIs)

• Customer conversion rate
• Document Resolution & Approval Rate
• Reporting Accuracy & Timeliness
• Continuous Improvement & Quality Compliance

• Bachelor's Degree in a business-or any related field.
• Minimum of 2 years' experience in operations, customer service, fintech, or a related field.
• Experience in customer engagement or document verification is an added advantage.