Agent Operation Officer

About ZainCash:

ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq.

Job Summary:

As an Agent Operations officer, you will handle tasks from the end-to-end management of agents, from onboarding to termination. Key responsibilities include processing new agent applications, ensuring compliance with company policies and regulatory requirements, and maintaining accurate records in agent master sheets. address and resolve agent issues by collaborating with relevant departments and provide timely support to the field team, Distribution Supervisors, and ROS inquiries. Additionally, manage agent communication channels, coordinate field visits, and ensure agents receive the necessary training and resources for success. This role plays a pivotal part in maintaining operational efficiency and upholding quality standards.

Roles:

1. New Agents Onboarding:

• Process new agent applications, ensuring they meet company requirements and have valid governmental licenses.
• Guide new agents through the onboarding process, including ZC signage installation and initial setup.

2. Agent Management:

• Manage agent master sheets, including adding new agents, updating details, and validating data.
• Handle the agent terminations, locked agents, tracking lock/unlock statuses and reasons.

3. Compliance and Quality Assurance:

• Ensure complying with the company’s policies and regulatory requirements.

4. Issue Handling:

• Address, resolve and coordinate with related departments to resolve all types of agent issues received from various channels such as : Field team, customer care, and agent feedback channel.

5. Field Team Support:

• Support field team, area managers, ROS inquiries in a timely manner.
• Coordinate field team visits, ensuring compliance and training needs are met.

6. Communication Management:

• Manage agent communication channels, including preparing and scheduling announcements and posts.