Reporting: Group Head Of Operation, Head Of Agency Banking, Sales Regional Managers.Technical Support:• Troubleshoot and resolve POS-related issues via phone, email, or in-person• Application testing and error message feedback to quality assurance unit• Support issues (routing error, visa, faulty terminals, etc.)• Escalate complex issues to senior technical support or development teams.• Collaborate with internal teams (IT, Development) to resolve complex technical issues.• Document and track customer interactions using CRM/ticketing systems.Deployment:• Engaging necessary teams for set up on TAMS and switches• Engaging compliance unit for detailed information of agent terminal configuration and set up on TAMS• Application installation on POS terminal to be deployed• Preparation of dispatch documents for terminals to be deployed per regional request• Consumables/SIMs requestOperations Support:• Monitor POS system performance and report issues to management.• Develop and maintain POS system documentation and knowledge base.• Mapping of TID (Terminal Identification Number) and Agent dashboard set up• POS Inventory and Store keeping• Create and publish technical guides, FAQs, and troubleshooting resources.

Reporting: Business Development Manager, Sales Regional Managers, Head Of Agency Banking Completion of KYC on boarding for new and pre-exiting agent (KYC Refresh) by reviewing agent documentation, vendor databases, and data entered into proprietaryPerforming data quality review of Workstation KYCs for completeness, including ensuring all appropriate information is contained in the KYC to meet all regulatory, legal, bank and audit requirementsPerforming the required KYC screening on new agent by documenting and corroborating the information obtained on the client as required by the Global KYC Procedures utilizing a variety of independent research sourcesAnalyzing Agent data, documentation and negative news in order to determine Agent Risk Profile as established under the Global KYC ProceduresMaintain detailed records on clients for second-level reviewTrack and report all documentation breaksLiaising with Agent, Front Office, Credit, Legal and Operations as necessary as part of the KYC process

Reporting: Head Of Agency Banking, Sales Operation Manager, Sales Regional Managers.Answering customer inquiries, scheduling meetings, and sales appointments, and following up with Agent about their order status.Compiling a daily list of sales leads and providing sales data and guides to the sales department per region per region.Developing and monitoring performance indicators for sales and staff members, managing sales tracking tools, and compiling reports.Recording sales trends and liaising with account managers to develop sales strategies.Creating and processing orders in a timely manner, processing requests for rush orders, and reviewing pending orders and customer requests to ensure customer satisfaction.Managing Agent dashboard, following up with Agent for administrative purposes, and providing troubleshooting assistance for order, dashboard statuses, and other problems.Performing data entry tasks for sales figures, metrics, and other relevant information and maintaining an organized and accessible filing system.Handling administrative duties for the company and its executives and management teams.Scheduling Agent meetings and conferences.