Job description for Customer Activation Specialist at Pt Rpay Finansial Digital Indonesia
Company Description
YOUR! (formerly Yourpay) is a neobank focused on empowering and transforming the lives of underbanked mothers and families in rural areas of Indonesia. Our goal is to provide secure, affordable, and user-friendly financial services to Indonesian migrant workers around the world. We offer a comprehensive platform for payments, transfers, lending, and savings, allowing users to access five pillars of financial transactions: payment, lending, insurance, investment, and saving. To date, we have served over 2 million transactions for more than 60,000 active users in Indonesia, Taiwan, Hong Kong, Singapore, and soon Malaysia and Saudi Arabia. Join us in revolutionizing financial inclusion and making a positive impact on communities.
Position Summary
The Customer Activation Specialist is responsible for converting verified customers into New Transacting Users (NTU) by ensuring they successfully complete their first transaction through Yourpay.
This role focuses on engaging customers who have completed account verification but have not yet transacted. The specialist identifies customer obstacles, provides guidance throughout the activation journey—including Singapore Verification (where applicable), wallet top-up, and first transaction—and follows up until customers become active users.
The ideal candidate is customer-oriented, proactive, and results-driven, with strong communication skills and the ability to build customer trust while driving transaction conversion.
Key Responsibilities
Customer Activation & Engagement
- Proactively engage verified customers who have not yet completed their first transaction.
- Build relationships with customers through WhatsApp and phone calls to encourage activation.
- Identify customer concerns or obstacles that prevent them from transacting.
- Follow up with inactive customers and maintain consistent communication throughout the activation journey.
- Ensure customers receive timely assistance until they successfully become New Transacting Users (NTU).
Customer Onboarding & Transaction Support
- Guide customers through the complete activation process, including Singapore Verification, wallet top-up, and first transaction.
- Explain product features, transaction flow, fees, promotions, and relevant requirements using clear and simple language.
- Assist customers in resolving common issues during verification, wallet funding, and transaction processes.
- Coordinate with internal teams to resolve customer issues that require further investigation.
- Escalate complex operational or technical issues when necessary.
Customer Education
- Educate customers on how to use Yourpay safely and effectively.
- Provide guidance on account security and safe transaction practices.
- Help customers understand the benefits of using Yourpay for their remittance and payment needs.
- Encourage customers to continue using the platform after completing their first transaction.
Customer Insights & Process Improvement
- Record customer feedback and common activation challenges.
- Identify recurring reasons why verified customers do not complete their first transaction.
- Share customer insights with Product, Operations, Marketing, Compliance, and Business teams.
- Recommend improvements to customer communication, activation materials, and operational processes to improve conversion rates.
Cross-functional Collaboration
- Collaborate with Territory, Marketing, Product, Operations, Compliance, and Business teams to improve customer activation.
- Support customer activation campaigns, product launches, and promotional initiatives.
- Ensure customer issues are escalated and resolved in a timely manner to support activation goals.
Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in Customer Success, Customer Activation, Customer Support, Telesales, Sales Operations, or a related field.
- Experience in fintech, digital banking, payment, remittance, or financial services is preferred.
- Excellent communication, interpersonal, and customer engagement skills.
- Strong persuasion, problem-solving, and follow-up abilities.
- Comfortable communicating with customers via WhatsApp and phone calls.
- Results-oriented with the ability to achieve customer activation and conversion targets.
- Familiar with CRM systems and customer management tools.
- Basic understanding of customer onboarding, KYC, and verification processes.
- Able to manage multiple customer cases while maintaining excellent customer experience.
Success Metrics
- Performance in this role will primarily be measured by:
- Number of New Transacting Users (NTU) generated.
- Verified Customer to NTU Conversion Rate.
- Average Time to First Transaction.
- Customer follow-up completion rate.
- Customer satisfaction during the activation process.
