Field Agent - Hospital Digital Payments

Role SummaryWe're looking for customer-obsessed Field Agents to be embedded at partner hospitals to drive seamless adoption of Chapa's digital payments. You'll work side-by-side with hospital cashiers and front-desk teams to initiate and reconcile payments via Chapa, guide patients through paying digitally, and ensure every transaction is fast, secure, and correctly recorded.Key ResponsibilitiesOn‑site Payment Facilitation Proactively support hospital cashiers to initiate and complete payments using Chapa POS, USSD, QR, and payment links Assist patients and caregivers to pay digitally (QR scan, mobile money, cards, bank apps), ensuring accessibility for all age groups Monitor payment success rates in real time; escalate failures immediately and follow through to resolutionCashier Enablement & Training Coach cashiers on Chapa flows (refunds, reversals, voids, split payments, offline fallback) Conduct quick refreshers and micro-trainings during shift changes; share tips to reduce queue times Ensure job aids, QR stands, signage, and SOPs are visible, up-to-date, and in the right desksPatient Experience Offer friendly, multilingual assistance at payment points without disrupting clinical workflows Handle basic objections (e.g., data charges, security concerns) with clear explanations of Chapa benefits and safety Protect patient privacy and confidentiality at all timesMerchant Operations & Compliance Enforce correct tender mapping (digital vs cash), receipt issuance, and end-of-day cutover procedures Verify device hygiene: app updates, login access, printer paper/ink, power banks, network connectivity Adhere to hospital safety rules and Chapa policies, including data protection and KYC/AML requirementsRelationship Management Build trusted relationships with cashier supervisors and finance teams; become the first point-of-contact for payment queries Capture feedback from hospital teams and patients; relay insights to Chapa product and opsIssue Triage & Escalation Log and triage incidents (failed payments, duplicates, settlement delays) using the designated ticketing tool Coordinate with Chapa Support/Engineering for investigation; keep stakeholders updated until closureReporting & Insights Maintain shift logs: volumes, success rates, refunds/voids, peak hours, and common blockers Share daily and weekly reports; highlight risks and quick wins to improve conversion and throughputRequirementsMust‑have - 1+ year in customer-facing ops (banking, payments, telecom, retail, hospitality, health admin, or call center). - Comfortable with smartphones, POS devices, QR/USSD, and basic troubleshooting. - Strong verbal communication in English and Amharic. - High integrity, patience, and empathy for patients and hospital staff.Nice‑to‑have - Experience in hospitals/clinics or with digital payment providers. - Additional languages: Afaan Oromo, Tigrinya, Somali. - Familiarity with reconciliation, settlement reports, or basic Excel/Google Sheets.Skills & Competencies Customer empathy & conflict de‑escalation Process discipline & attention to detail Tech-savvy with quick problem solving Clear documentation & reporting Stakeholder management under time pressure Willingness to work shifts and stand for extended periodsKey Performance Indicators (KPIs) Digital payment conversion rate at assigned hospital units Transaction success rate & time-to-resolution for incidents Average patient handling time / queue time improvement Number of cashier trainings/micro-coaching sessions delivered Completeness & timeliness of daily/weekly reports Stakeholder satisfaction scores (cashiers/finance)Tools & Systems Chapa Merchant App / Dashboard, POS devices, QR stands Ticketing & CRM (e.g., Zendesk/JIRA/HubSpot - as applicable) Google Workspace (Docs/Sheets/Slides), WhatsApp/Telegram for ops commsBenefitsPension PlanPaid Time OffTraining & DevelopmentPerformance Bonusfree lunch