Job Purpose:

This role involves assisting customers with account inquiries, transaction issues, digital onboarding and troubleshooting technical problems while ensuring a seamless and secure banking experience.

Job holder is the first level support responding to digital channel related requests, queries and complaints raised by Customer service and support desks.

Key Responsibilities:

Operational (Customer):

• Respond to customer inquiries related to digital banking services and platforms. (Mobile apps, internet banking, USSD & APIs).
• Assist customers with account access, fund transfers, bill payments and other digital transactions.
• Troubleshoot and resolve technical issues related to login errors, app malfunctions or failed transactions.
• Escalate complex technical problems to ICT or digital factory team for resolution.
• Support customers through the digital onboarding account opening and registration process. (OTG, E-Commerce)
• 100% adherence to policies, procedures, and statutory guidelines in processing Channel requests – Identify and manage/escalate risks at their level.

Financial:

• Review reconciliations and processing of non-stop transactions and reversals on reconciliation exceptions reports.
• Perform daily reconciliations to ensure all transactions are accurately recorded and settled within T+1 timelines. (Pesalink, Western union, and MoneyGram).
• Escalate delays or discrepancies that risk breaching T+1 deadlines.
• Ensure float recalls and pay bill balance sweeps are processed timely to avoid service disruptions.
• Timely vendor invoice processing to avoid penalties and service disruptions.

Initiatives (Internal Processes):

• Document customer complaints, feedback, and recurring issues for service enhancement.
• Participate in digital channel product testing. Product User Acceptance Testing (UAT) and ensuring that functions/features are working as expected.

Enablers:

• Ensure compliance with regulatory standards (AML, CBK Prudential guidelines).
• Monitor and report suspicious account activities or potential fraud cases.
• Preparation of daily, weekly, monthly, or quarterly management reports as may be required to facilitate regulator requests and decision making.

Academic / Professional Qualifications / Membership to professional bodies/ Publication:

• Bachelor’s degree in finance, business, IT, or related field.
• Relevant professional qualifications in banking/added advantage.

Work Experience Required:

• 2+ years relevant experience in a financial institution, fintech or customer support.
• Familiarity with digital banking apps, payment gateways and online security protocols.

Competencies:

• Strong communication and problem-solving abilities.
• High attention to detail and accuracy.
• Customer centric, proactive, and innovative mindset.
• Ability to multitask in a fast-paced environment.

• Respond to customer inquiries related to digital banking services and platforms. (Mobile apps, internet banking, USSD & APIs).
• Assist customers with account access, fund transfers, bill payments and other digital transactions.
• Troubleshoot and resolve technical issues related to login errors, app malfunctions or failed transactions.
• Escalate complex technical problems to ICT or digital factory team for resolution.
• Support customers through the digital onboarding account opening and registration process. (OTG, E-Commerce)
• 100% adherence to policies, procedures, and statutory guidelines in processing Channel requests – Identify and manage/escalate risks at their level.
• Review reconciliations and processing of non-stop transactions and reversals on reconciliation exceptions reports.
• Perform daily reconciliations to ensure all transactions are accurately recorded and settled within T+1 timelines. (Pesalink, Western union, and MoneyGram).
• Escalate delays or discrepancies that risk breaching T+1 deadlines.
• Ensure float recalls and pay bill balance sweeps are processed timely to avoid service disruptions.
• Timely vendor invoice processing to avoid penalties and service disruptions.
• Document customer complaints, feedback, and recurring issues for service enhancement.
• Participate in digital channel product testing. Product User Acceptance Testing (UAT) and ensuring that functions/features are working as expected.
• Ensure compliance with regulatory standards (AML, CBK Prudential guidelines).
• Monitor and report suspicious account activities or potential fraud cases.
• Preparation of daily, weekly, monthly, or quarterly management reports as may be required to facilitate regulator requests and decision making.

• Strong communication and problem-solving abilities.
• High attention to detail and accuracy.
• Customer centric, proactive, and innovative mindset.
• Ability to multitask in a fast-paced environment.
• Familiarity with digital banking apps, payment gateways and online security protocols.

• Bachelor’s degree in finance, business, IT, or related field.
• Relevant professional qualifications in banking/added advantage.