Escalation / Resolution Officer at PalmPay Limited


PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

We are recruiting to fill the position below:

Job Title: Escalation / Resolution Officer

Location: Ikeja, Lagos
Job type: Contracted
Level: Mid Career


  • Palmpay Limited is looking for a knowledgeable Escalation / Resolution Officer. As a E / R Officer, you must be able to use MS Excel with accuracy and efficiency.
  • You must possess great communication skills to interact with colleagues, customers, and executives.
  • The goal is to ensure quick escalation and resolution of pending issues.


  • A business-related Bachelor’s Degree preferably in Accounting or other discipline in Social Sciences from a recognized University.
  • 2+ years of relevant experience in a Call Centre supporting CSRs in ensuring prompt resolution of customers complaint
  • Candidate must have an experience in mobile / payment finance, fully integrated in all aspects of settlement and daily reconciliation process.
  • Good interpersonal communication to liaise with other units to get issues resolved on time
  • Ability to also liaise easily with external financial institutions to get urgent issues resolved on time
  • Financial educational background and work experience will be an added advantage
  • Excellent oral and written communication skills
  • Strong analytical skills. Use of Analytical tools (Excel etc.) and functions like IFs, PIVOT Table, Trend Lines, etc. will be an added advantage
  • Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point etc).
  • Able to handle, prioritize, multiple projects simultaneously
  • Understanding of financial services and smartphone apps
  • Detailed understanding of the operational aspects of mobile payments and banking industry.
  • Previous experience with Dispute resolution Must be articulate and possess the ability to communicate with patience and empathy.

N70,000 (gross) + 30,000 ( Kpi bonus).

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online


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