HR Department Doc. IJA

Card Centre Officer- Digital Financial Services

REPORTING TO: MANAGER, CARD BUSINESS

Job Purpose:

The incumbent will be responsible for the below main job purpose:

1. Dispute Management: Process card transaction disputes, chargebacks, and reversals in line with scheme rules.

2. Card Product Management: Assist in developing new card products or features, work with marketing teams to support card promotions and customer acquisition initiatives.

3. Communicator: Ability to interact with different card vendors for alignment and Card business growth.

4. Vendor & Stakeholder Management: Liaise with card scheme partners, personalization vendors, card manufacturers, and payment processors.

5. Reporting & Analytics: Generate daily, weekly, and monthly card performance reports (issuance volumes, transaction activity, fraud trends, portfolio growth).

Key Responsibilities:

• Drive Debit, Credit, Virtual and Prepaid cards uptake and Usage in branches
• Drive card business strategy to grow revenues from Debits, prepaid, Virtual ,credit cards and ATM channel.
• Manage customer disputes, customer queries resolution, handle emails and calls from branches and Contact Centre.
• Manage instant issuance process through the branch network.
• Receive, verify and manage debit, prepaid and credit cards stock from the card manufacturers.
• Manage debit card stock distribution to the branches and ensure they acknowledge receipt acknowledgement.
• Liaise with DFS Technical & the instant issuance vendor to resolve any instant issuance printer issues arising from the branches
• Process card files for Credit cards with the vendor.
• Relationship Management of key Partnerships like Visa, Kenswitch, Mastercard, Interswitch etc.
• Process staff & customer credits card and Ensure Timely Credit card recoveries
• Devise strategies for mass issuance of prepaid cards through existing bank relationships such as Sacco’s, schools, alumni associations
• Prepare monthly productivity reports for productivity reporting and Branch Updates on Cards Usage and Cards status
• Champion cards partnerships running internally and with select Partners.
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious card transactions in accordance with the laid down AML policies and procedures.
• Compliance with all the policies and procedures of the Bank.
• Ensure that 95% of transactions are migrated to channels.
• Any other duties and responsibilities as allocated by the line manager or the Head of DFS.

The Person:

The ideal candidate must possess the following:

Qualifications

• A Bachelor’s degree in Business Administration, Finance or related field from a recognized university, Professional qualifications will be an added advantage
• Atleast Three (3) years hands-on Banking experience in a busy Front or Back Office Operations. function, IT or Business-related function. Experience of a minimum two (2) years in a Card business/Digital Business-related function, will be an added advantage.
• Thorough knowledge of CBK prudential guidelines & Card Schemes knowledge.
• Ability to clearly communicate strategy, plans and issues across the organization by developing business cases, presentations & stakeholder communications even with senior management.
• Strong analytic, logical reasoning, and problem solving, risk vs. reward skills

Key Competencies and Attributes

Interpersonal:

• Understands the Card Business end to end.
• Excellent people management skills, team motivation and leadership competence.
• Customer-centric mindset.
• Demonstrate the capability to build and maintain strong relationships.
• Good stakeholder management skills.
• Good listening skills & Customer-centric mindset.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.

• Drive Debit, Credit, Virtual and Prepaid cards uptake and Usage in branches
• Drive card business strategy to grow revenues from Debits, prepaid, Virtual ,credit cards and ATM channel.
• Manage customer disputes, customer queries resolution, handle emails and calls from branches and Contact Centre.
• Manage instant issuance process through the branch network.
• Receive, verify and manage debit, prepaid and credit cards stock from the card manufacturers.
• Manage debit card stock distribution to the branches and ensure they acknowledge receipt acknowledgement.
• Liaise with DFS Technical & the instant issuance vendor to resolve any instant issuance printer issues arising from the branches
• Process card files for Credit cards with the vendor.
• Relationship Management of key Partnerships like Visa, Kenswitch, Mastercard, Interswitch etc.
• Process staff & customer credits card and Ensure Timely Credit card recoveries
• Devise strategies for mass issuance of prepaid cards through existing bank relationships such as Sacco’s, schools, alumni associations
• Prepare monthly productivity reports for productivity reporting and Branch Updates on Cards Usage and Cards status
• Champion cards partnerships running internally and with select Partners.
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious card transactions in accordance with the laid down AML policies and procedures.
• Compliance with all the policies and procedures of the Bank.
• Ensure that 95% of transactions are migrated to channels.
• Any other duties and responsibilities as allocated by the line manager or the Head of DFS.

• Understands the Card Business end to end.
• Excellent people management skills, team motivation and leadership competence.
• Customer-centric mindset.
• Demonstrate the capability to build and maintain strong relationships.
• Good stakeholder management skills.
• Good listening skills & Customer-centric mindset.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.
• Strong analytic, logical reasoning, and problem solving, risk vs. reward skills

• A Bachelor’s degree in Business Administration, Finance or related field from a recognized university, Professional qualifications will be an added advantage
• Atleast Three (3) years hands-on Banking experience in a busy Front or Back Office Operations. function, IT or Business-related function. Experience of a minimum two (2) years in a Card business/Digital Business-related function, will be an added advantage.
• Thorough knowledge of CBK prudential guidelines & Card Schemes knowledge.
• Ability to clearly communicate strategy, plans and issues across the organization by developing business cases, presentations & stakeholder communications even with senior management.