Company Background

Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto, is a leader in the Advanced Biomass Cooking sector, committed to environmental sustainability and reducing deforestation. As a Zambian/Swedish joint venture, we develop clean-burning modern cookstoves that utilize renewable cooking fuel pellets. Our locally produced pellets offer an affordable and eco-friendly alternative to charcoal, helping to combat deforestation and provide sustainable energy solutions.

Our Fintech, Data and Systems team keeps the technology behind our PAYGO and mobile-money operations running reliably and securely, so payments reach us and our customers without a hitch. We are looking for a hands-on and dependable Fintech Support Intern to help reconcile transactions, resolve payment queries, and keep our teams and systems connected.

Role Purpose

Support the Fintech, Data and Systems team in keeping SupaMoto’s PAYGO, mobile-money, and internal systems running smoothly, securely, and compliantly for customers, agents, and staff in Zambia — by reconciling transactions, resolving payment and system queries, training and supporting staff, helping map and improve processes, and supporting adherence to internal controls and regulatory requirements.

Fintech Support Intern Responsibilities

Mobile Money & PAYGO Support

• Monitor daily PAYGO and mobile-money transactions; flag failed, delayed, or duplicate payments for follow-up.
• Support reconciliation between SupaMoto’s systems, mobile money providers, and partner platforms.
• Assist with resetting/reactivating customer PAYGO accounts and troubleshooting payment-related app issues.

Customer & Agent Query Resolution

• Respond to and log customer and field-agent queries on payments, top-ups, and account balances.
• Escalate unresolved payment disputes to the appropriate team and track them through to resolution.
• Maintain a clear record of recurring issues to help identify process improvements.

Data & Reporting Support

• Support data entry, cleaning, and validation of transaction and customer records.
• Help produce simple recurring reports and trackers (e.g., arrears, payment success rates, ticket turnaround) in Excel/Google Sheets.
• Assist with internal audits by pulling and organizing transaction data for review.

Process & Documentation

• Help maintain SOPs and quick-reference guides for common fintech support issues.
• Flag data quality or process gaps observed in daily work to the Fintech, Data and Systems team.

Systems Training & Staff Support

• Train and support staff and field agents on internal systems (e.g., PAYGO app, CRM/ticketing tools) and standard fintech processes.
• Create simple user guides and quick-reference materials to help staff self-serve on common system issues.
• Act as a first point of contact for staff queries on internal systems, escalating technical issues where needed.
• Conduct field visits and trainings, when requested, on system rollouts and sensitizations.

Process Mapping & AI Solutions Support

• Support process mapping exercises to document current fintech workflows and identify inefficiencies or gaps.
• Assist in scoping and planning opportunities for AI-driven tools and automation within fintech operations.
• Help guide staff and stakeholders through the rollout of new AI-enabled or process-improvement solutions.

Compliance

• Support adherence to internal controls, data protection, and financial compliance policies across fintech support activities.
• Help identify and escalate compliance risks or irregularities (e.g., KYC, AML, data privacy) related to PAYGO and mobile-money transactions.
• Maintain accurate documentation and audit trails to support compliance and regulatory requirements.
• Assist in reviewing customer onboarding and KYC records for completeness and accuracy.
• Support internal and external compliance audits by preparing and organizing requested transaction and customer records.
• Help ensure customer and financial data is handled, stored, and shared in line with data privacy and confidentiality requirements.
• Keep up to date with relevant regulatory requirements (e.g., mobile money and financial services regulations) affecting fintech operations, and flag changes to the team.
• Perform other tasks as assigned by supervisors and the Reporting Manager.

Qualifications and Skills

• Currently studying towards (penultimate or final year), or holds, a Diploma/Degree/relevant background in Finance, Accounting, Economics, IT, Business Administration, or a related field.
• Comfortable working with numbers; strong attention to detail and accuracy.
• Working knowledge of Excel/Google Sheets (basic formulas, lookups).
• Good written and verbal communication skills; a customer-focused, patient approach to problem-solving.
• Able to work independently, follow process, and escalate issues appropriately.
• Prior exposure to mobile money, PAYGO, or fintech products is an advantage but not required.
• Reliable and trustworthy, with the discretion to handle sensitive financial and customer data.

What You’ll Gain

• Hands-on exposure to fintech operations in a fast-growing renewable energy company.
• Mentorship from the Fintech, Data and Systems team, with cross-functional exposure to Sales, Operations, and Finance.
• Practical experience in reconciliation, reporting, and customer support a strong foundation for a career in fintech or data.

• Monitor daily PAYGO and mobile-money transactions; flag failed, delayed, or duplicate payments for follow-up.
• Support reconciliation between SupaMoto’s systems, mobile money providers, and partner platforms.
• Assist with resetting/reactivating customer PAYGO accounts and troubleshooting payment-related app issues.
• Respond to and log customer and field-agent queries on payments, top-ups, and account balances.
• Escalate unresolved payment disputes to the appropriate team and track them through to resolution.
• Maintain a clear record of recurring issues to help identify process improvements.
• Support data entry, cleaning, and validation of transaction and customer records.
• Help produce simple recurring reports and trackers (e.g., arrears, payment success rates, ticket turnaround) in Excel/Google Sheets.
• Assist with internal audits by pulling and organizing transaction data for review.
• Help maintain SOPs and quick-reference guides for common fintech support issues.
• Flag data quality or process gaps observed in daily work to the Fintech, Data and Systems team.
• Train and support staff and field agents on internal systems (e.g., PAYGO app, CRM/ticketing tools) and standard fintech processes.
• Create simple user guides and quick-reference materials to help staff self-serve on common system issues.
• Act as a first point of contact for staff queries on internal systems, escalating technical issues where needed.
• Conduct field visits and trainings, when requested, on system rollouts and sensitizations.
• Support process mapping exercises to document current fintech workflows and identify inefficiencies or gaps.
• Assist in scoping and planning opportunities for AI-driven tools and automation within fintech operations.
• Help guide staff and stakeholders through the rollout of new AI-enabled or process-improvement solutions.
• Support adherence to internal controls, data protection, and financial compliance policies across fintech support activities.
• Help identify and escalate compliance risks or irregularities (e.g., KYC, AML, data privacy) related to PAYGO and mobile-money transactions.
• Maintain accurate documentation and audit trails to support compliance and regulatory requirements.
• Assist in reviewing customer onboarding and KYC records for completeness and accuracy.
• Support internal and external compliance audits by preparing and organizing requested transaction and customer records.
• Help ensure customer and financial data is handled, stored, and shared in line with data privacy and confidentiality requirements.
• Keep up to date with relevant regulatory requirements (e.g., mobile money and financial services regulations) affecting fintech operations, and flag changes to the team.
• Perform other tasks as assigned by supervisors and the Reporting Manager.

• Comfortable working with numbers; strong attention to detail and accuracy.
• Working knowledge of Excel/Google Sheets (basic formulas, lookups).
• Good written and verbal communication skills; a customer-focused, patient approach to problem-solving.
• Able to work independently, follow process, and escalate issues appropriately.
• Reliable and trustworthy, with the discretion to handle sensitive financial and customer data.

• Currently studying towards (penultimate or final year), or holds, a Diploma/Degree/relevant background in Finance, Accounting, Economics, IT, Business Administration, or a related field.
• Prior exposure to mobile money, PAYGO, or fintech products is an advantage but not required.