Dispute Agent

About the Company

EscrowPay, operated by EscrowLink Technologies Limited, is Nigeria’s first escrow service built around WhatsApp. It allows buyers and sellers to complete transactions inside WhatsApp without installing an app, holding funds securely until the transaction is truly finished. The service is backed by Rubies Microfinance Bank and uses Prembly for identity verification. Its guiding idea is that decisions should rely on provable events, not opinions.

The company is preparing for public launch and is building the team responsible for safeguarding trust at the point where disputes are resolved.

Role Overview

As a Dispute Resolution Agent, you will sit at the center of unresolved transactions. You will review disputes through WhatsApp, hear both sides, collect and assess evidence, apply the internal resolution rules, and determine how funds should be released. The role is not about taking sides; it is about staying impartial, following the evidence, and explaining outcomes clearly while preserving confidence in the fairness of the process.

This is a high-responsibility position because you will make daily decisions affecting other people’s money.

Key Responsibilities

• Handle disputes from initial complaint through to final closure over WhatsApp.
• Review and weigh proof such as transaction records, timestamps, delivery scans, and condition photos, and make decisions strictly from verifiable facts.
• Follow the dispute resolution playbook consistently, including return-leg and tamper-check procedures, and escalate cases when they require additional review.
• Explain outcomes to buyers and sellers in a clear, respectful, and firm manner, even when the decision is unfavorable to one side.
• Calm tense or upset users without favoring either party or promising exceptions outside the rules.
• Keep accurate records for every case and document the rationale behind each decision.
• Identify recurring patterns that may indicate abuse of the process and flag possible fraud or other integrity issues.

What We’re Looking For

• Sound, evidence-led judgment with the ability to separate facts from persuasion.
• Strong personal integrity and neutrality, with the discipline to apply fair rules even under pressure or when offered influence, pressure, or favors.
• Excellent written English and a calm, professional communication style on WhatsApp.
• Ability to stay composed when facing abuse, threats, or emotional pressure.
• Strong organization and reliability, with the capacity to manage multiple open cases without missing deadlines or grace periods.
• Honesty and accountability when mistakes happen.
• Awareness of the trust challenges faced by online buyers and sellers in Nigeria.

Preferred Experience

• Background in customer support, fraud or risk operations, claims, compliance, payments, or fintech operations.
• Exposure to escrow workflows, dispute resolution, or KYC processes.

Why Join

You will join early in the company’s journey and help shape how dispute handling works for a new financial trust infrastructure in Nigeria. The role offers direct access to the founder and the opportunity to work with a clear process that prioritizes fairness over guesswork.

Working Hours

Standard working hours are 9:00 a.m. to 5:00 p.m., with possible coverage required outside those hours.

Application Note

Application is to be made directly through LinkedIn.