Emad Alshehri

Finasq

<div>
 
 Role Summary
 
 
 
 The Digital Support Operator is responsible for managing customer interactions across LiveChat and WhatsApp channels, assisting users through the loan application process, resolving issues, escalating complex cases, and maintaining high standards of communication, accuracy, and compliance.
 
 
 This role directly impacts application completion and customer satisfaction by providing timely, clear, and compliant assistance.
 
 
 
 Key Responsibilities
 
 
 
 
 Digital Channel Management
 
 
 
 <ul>
 <li>
 Respond promptly, professionally, and helpfully to customer inquiries via LiveChat and WhatsApp.
 </li>
 <li>
 Assist applicants with form completion, document upload issues, technical problems, and general loan product questions.
 </li>
 <li>
 Identify customer obstacles within the application process and provide real-time support to improve progression.
 
 
 </li>
 </ul>
 
 Chatbot Flow and Automation
 
 
 
 <ul>
 <li>
 Optimize and maintain the Chatbot Flow for both LiveChat and WhatsApp, ensuring the bot effectively handles common application questions, technical support, and FAQs.
 
 
 </li>
 </ul>
 
 Issue Resolution &amp; Escalation
 
 
 
 <ul>
 <li>
 Troubleshoot common technical or process-related issues using the internal knowledge base.
 </li>
 <li>
 Escalate complex or high-risk cases to the Head of Support or relevant internal teams (Tech/Product/Compliance) with clear case notes.
 </li>
 <li>
 Track recurring issues and report patterns to management.
 </li>
 <li>
 Collaborate closely with the CPO to incorporate customer feedback and digital engagement data into product improvements.
 
 
 </li>
 </ul>
 
 Compliance and Data Handling
 
 
 
 <ul>
 <li>
 Handle all customer data strictly in accordance with PDPL and internal security protocols.
 </li>
 <li>
 Ensure no unauthorized data collection, storage, or sharing occurs.
 </li>
 <li>
 Use compliant communication language that emphasizes the aggregator&rsquo;s role as a non-lending entity.
 
 
 </li>
 </ul>
 
 Communication Quality &amp; Standards
 
 
 
 <ul>
 <li>
 Follow approved scripts, communication guidelines, tone-of-voice rules, and escalation procedures.
 </li>
 <li>
 Maintain high accuracy in the information provided to customers.
 </li>
 <li>
 Ensure all chats are properly logged and categorized in CRM tools.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Languages: Native Arabic and Fluent English (written and spoken).
 </li>
 <li>
 Experience 1-2 years of experience in customer support, preferably in digital channels (LiveChat, WhatsApp for Business).
 </li>
 <li>
 Experience in financial services, fintech, telecom, or digital platforms is advantageous.
 </li>
 <li>
 Strong bilingual communication skills in Arabic and English.
 </li>
 <li>
 Basic understanding of application funnels, technical troubleshooting, and customer journey flows.
 </li>
 <li>
 Familiarity with CRM systems, chat platforms, and ticketing tools.
 </li>
 <li>
 High attention to detail and ability to follow procedures accurately.
 </li>
 <li>
 Ability to multitask and manage several chats simultaneously.
 </li>
 </ul>
</div>

Digital Customer Support Operator

Role SummaryThe Digital Support Operator is responsible for managing customer interactions across LiveChat and WhatsApp channels, assisting users through the loan application process, resolving issues, escalating complex cases, and maintaining high standards of communication, accuracy, and compliance. This role directly impacts application completion and customer satisfaction by providing timely, clear, and compliant assistance.&nbsp;Key Responsibilities:&nbsp;Digital Channel Management<ul><li>Respond promptly, professionally, and helpfully to customer inquiries via LiveChat and WhatsApp.</li><li>Assist applicants with form completion, document upload issues, technical problems, and general loan product questions.</li><li>Identify customer obstacles within the application process and provide real-time support to improve progression.</li></ul>&nbsp;Chatbot Flow and Automation<ul><li>Optimize and maintain the Chatbot Flow for both LiveChat and WhatsApp, ensuring the bot effectively handles common application questions, technical support, and FAQs.</li></ul>Issue Resolution &amp; Escalation<ul><li>Troubleshoot common technical or process-related issues using the internal knowledge base.</li><li>Escalate complex or high-risk cases to the Head of Support or relevant internal teams (Tech/Product/Compliance) with clear case notes.</li><li>Track recurring issues and report patterns to management.</li><li>Collaborate closely with the CPO to incorporate customer feedback and digital engagement data into product improvements.</li></ul>&nbsp;Compliance and Data Handling<ul><li>Handle all customer data strictly in accordance with PDPL and internal security protocols.</li><li>Ensure no unauthorized data collection, storage, or sharing occurs.</li><li>Use compliant communication language that emphasizes the aggregator’s role as a non-lending entity.</li></ul>&nbsp;Communication Quality &amp; Standards<ul><li>Follow approved scripts, communication guidelines, tone-of-voice rules, and escalation procedures.</li><li>Maintain high accuracy in the information provided to customers.</li><li>Ensure all chats are properly logged and categorized in CRM tools.</li></ul>&nbsp;Requirements<ul><li>Languages: Native Arabic and Fluent English (written and spoken).</li><li>Experience 1-2 years of experience in customer support, preferably in digital channels (LiveChat, WhatsApp for Business).</li><li>Experience in financial services, fintech, telecom, or digital platforms is advantageous.</li><li>Strong bilingual communication skills in Arabic and English.</li><li>Basic understanding of application funnels, technical troubleshooting, and customer journey flows.</li><li>Familiarity with CRM systems, chat platforms, and ticketing tools.</li><li>High attention to detail and ability to follow procedures accurately.</li><li>Ability to multitask and manage several chats simultaneously.</li></ul>

Job Summary:We are seeking a skilled and detail-oriented&nbsp;Mid-Level Cross-Functional Tester/QA Engineer&nbsp;with experience in the&nbsp;financial industry&nbsp;to join our team in Riyadh. The ideal candidate will have a solid background in testing both front-end and back-end systems in&nbsp;banking, fintech, or financial services environments, with an emphasis on regulatory compliance, security, and transactional accuracy. You will collaborate with cross-functional teams to ensure the delivery of secure and high-quality software products.&nbsp;Key Responsibilities:<ul><li>Design, develop, and execute comprehensive test plans, test cases, and test scripts (manual and automated) tailored for financial systems.</li><li>Perform functional, regression, integration, and system testing across digital banking platforms, payment gateways, APIs, and financial transaction systems.</li><li>Collaborate with developers, business analysts, and stakeholders to understand business rules, financial workflows, and compliance requirements.</li><li>Conduct testing for financial modules such as KYC, AML, digital payments, account management, and reporting.</li><li>Participate in Agile/Scrum ceremonies and provide QA input on risk, edge cases, and industry-specific testing standards.</li><li>Use tools such as JIRA, Azure DevOps, or HP ALM for test and defect management.</li><li>Maintain and extend automation frameworks (e.g., Selenium, Postman, REST Assured) relevant to financial application testing.</li><li>Perform database validation and testing using SQL, particularly with financial records and ledger data.</li><li>Conduct security and data integrity testing in compliance with local and international financial regulations (e.g., SAMA, PCI-DSS, GDPR).</li><li>Provide clear test results and reports, and contribute to continuous improvement of testing processes.</li></ul>&nbsp;Qualifications:<ul><li>Bachelor’s degree in Computer Science, Information Technology, or a related field.</li><li>3–5 years of QA/testing experience,&nbsp;with at least 2 years in the financial industry&nbsp;(e.g., banking, fintech, insurance).</li><li>Strong understanding of financial systems, workflows, and compliance requirements.</li><li>Hands-on experience testing APIs and services used in digital finance platforms.</li><li>Experience with automation tools (e.g., Selenium WebDriver, TestNG, Postman).</li><li>Proficiency in writing and executing SQL queries for financial data validation.</li><li>Familiarity with Agile and DevOps environments.</li><li>Good verbal and written communication skills in English (Arabic is a plus).</li></ul>&nbsp;Preferred Skills:<ul><li>ISTQB Certification or equivalent.</li><li>Knowledge of SAMA regulations and standards (Saudi Central Bank).</li><li>Experience with testing mobile banking apps and payment processing systems.</li><li>Familiarity with cloud platforms (AWS, Azure) and CI/CD tools like Jenkins or GitLab.</li><li>Understanding of cybersecurity best practices in the financial sector.</li></ul>

Quality Assurance Engineer

Job Purpose:To ensure that the company’s brokerage operations fully comply with regulatory requirements, internal policies, and Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) laws and guidelines. The role also involves overseeing the design, implementation, and monitoring of the compliance and AML frameworks to safeguard the company’s integrity and maintain regulatory approval.&nbsp;Key Responsibilities:&nbsp;1. Regulatory Compliance:<ul><li>Monitor compliance with SAMA regulations, the Anti-Money Laundering Law, and Finance Companies Control Law.</li><li>Develop, review, and update internal compliance policies and procedures in line with changes in regulatory requirements.</li><li>Prepare and submit required reports by HQ and management.</li><li>Coordinate with internal departments to ensure that products, marketing, and sales</li><li>activities adhere to approved frameworks and licensing terms.</li><li>Maintain a regulatory calendar and ensure timely submission of all reports and notifications.</li></ul>&nbsp;2. Anti-Money Laundering (AML) &amp; Counter-Terrorist Financing (CTF):<ul><li>Implement and oversee the AML/CTF Program in line with the SAMA AML Guide.</li><li>Conduct Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews for high-risk clients and partners.</li><li>Ensure Screening and Monitoring Systems are implemented (e.g., sanctions, PEPs, adverse media).</li><li>Investigate and report suspicious transactions (STRs/SARs) to the Saudi FIU.</li><li>Conduct ongoing transaction monitoring for unusual activity and review alerts generated by systems.</li><li>Maintain AML training programs for employees and ensure awareness of red flags and obligations.</li></ul>&nbsp;3. Compliance Monitoring &amp; Reporting:<ul><li>Conduct periodic compliance risk assessments and report key findings to management.</li><li>Develop and execute an annual compliance monitoring plan covering all operational areas.</li><li>Maintain records of compliance breaches and corrective actions.</li></ul>&nbsp;4. Advisory and Coordination:<ul><li>Advise management and business units on regulatory interpretations, licensing scope, and compliance implications of new products or partnerships.</li><li>Work with the Legal Department to review contracts and ensure compliance clauses are properly embedded.</li><li>Collaborate with the Broker Operations, Sales, and IT teams to ensure client onboarding, data management, and transaction flows are compliant.</li></ul>&nbsp;5. Recordkeeping &amp; Training:<ul><li>Ensure proper recordkeeping of all KYC, transaction, and reporting documents.</li><li>Conduct annual AML/Compliance training sessions for all staff and new joiners.</li><li>Keep abreast of regulatory developments and best practices in AML/CTF and compliance governance.</li></ul>&nbsp;Qualifications and Experience:<ol><li>Bachelor’s degree in Law, Finance, Business Administration, or a related field.</li><li>Minimum 5 years of experience in Compliance/AML, preferably in a financial brokerage, fintech, or lending environment.</li><li>Strong understanding of SAMA guidelines, AML Law, and KYC/CTF frameworks.</li><li>Certified AML or Compliance qualification (e.g., CAMS, CCO) is highly desirable.</li><li>Fluency in Arabic and English (both written and verbal).</li></ol>&nbsp;Key Competencies:<ol><li>Analytical thinking and attention to detail</li><li>Strong ethical judgment and decision-making</li><li>Excellent communication and interpersonal skills</li><li>Risk-based approach to compliance</li><li>Proactive and able to work independently under regulatory pressure</li></ol>

Manager Compliance and Anti–Money Laundering

About the Role:We're a fast-growing startup looking for our first Performance Marketing Expert. This is a hands-on role where you'll be responsible for the full scope of our customer acquisition efforts.&nbsp;Responsibilities:<ul><li>Channel Development &amp; Management: You will be responsible for developing our acquisition channels, both by directly managing campaigns and by leading external partners (agencies, freelancers). You'll launch and optimize campaigns on platforms like Google Ads, Meta Ads (Facebook/Instagram), and more to ensure high performance and agility.</li><li>Performance Analysis: Analyze campaign results, conversion funnels, and key metrics to identify growth opportunities and improve ROI.</li><li>Media Planning: Plan and manage marketing budgets, forecast performance, and find new channels for growth.</li></ul>&nbsp;Requirements:<ul><li>Hybrid Experience: Proven track record in performance marketing for 2+ years. You are equally comfortable managing vendors and working directly on ad platforms.</li><li>Technical Skills: In-depth, practical knowledge of Google Ads and Meta Ads platforms is a must. Snapchat and TikTok, as well as SEO knowledge is a huge benefit.&nbsp;</li><li>Analytical Mindset: Strong analytical skills with experience in Google Analytics and other reporting tools to drive data-informed decisions.</li><li>Startup DNA: A self-starter with a proactive, results-oriented attitude, and the ability to thrive in a fast-paced, fluid environment.</li></ul>Communication:&nbsp;Good communication skills in English (written and verbal), readiness to work in the international team.

Performance Marketing Expert

Join Finasq and explore 5   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Finasq

ABOUT_COMPANY

Digital Customer Support Operator

Digital Customer Support Operator

Quality Assurance Engineer

Manager Compliance and Anti–Money Laundering

Performance Marketing Expert