Fraud Communication Officer

About the role

Wave is building a cashless Africa and needs a proactive Fraud Communication Officer to join its Fraud Operations team in Bamako. You will be the primary point of contact for users and agents who report fraud or commission issues, ensuring they receive a smooth and supportive experience.

Key responsibilities

• Answer inbound calls from users and agents regarding fraud or commission concerns, providing clear guidance and assistance.
• Identify recurring patterns in feedback and propose improvements to the user experience and fraud prevention processes.
• Detect and flag major issues affecting multiple users, advocating for rapid resolution.
• Participate actively in team trainings and regular meetings.
• Occasionally travel to field locations as required.

Required profile

• Professional or native fluency in English and French; knowledge of a local language is a plus.
• Minimum 2 years of experience in customer support handling fraud cases.
• At least a 2‑year undergraduate diploma.
• Strong written and verbal communication skills with a compassionate approach to problem‑solving.
• Good computer application skills.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and dependents.
• Parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Gym membership subsidies, fitness classes, and equipment.
• Airtime reimbursement, free meals, and a modern office environment.