• Application Deadline:
• Position: Supervisor, Card Experience



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 4 - 7 years



• Location Lagos




• Job Field Banking 
  
  

Description

• The Supervisor, Card Experience is responsible for overseeing day-to-day card related customer support and operations, ensuring seamless delivery of debit, credit and prepaid card services.


• The role focuses on service quality, regulatory compliance, issue resolution, and continuous improvement of card holder experience across channels. 


• The Supervisor will oversee the daily operations of the Card Experience Consultants, ensuring efficient and effective handling of card enquiries, transactions, and complaints.

Key Responsibilities

• Supervise Card Experience Consultants handling card-related requests and complaints.


• Track recurring card issues and recommend process or system improvements.


• Monitor call quality, process adherence, and resolution accuracy.


• Ensure compliance with the achievement of daily and weekly targets by the Card Experience team members.


• Ensure achievements of KPIs such as AHT, FCR, and CSAT.


• Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules


• Supervise balance transfer, limit adjustment, contract closure, reactivation request, generate specialized reports etc. for Credit and Prepaid cards.

Qualifications

• Bachelor’s degree in business, Finance, Economics or a related field.

Experience Required:

• 4 - 7 years’ work experience, preferably in Bank or Fintech.


• Strong hands-on experience with card operations, customer experience, or contact center roles within a Bank or Fintech


• Prior supervisory or team-lead experience is an advantage.

Additional Information:

Behavioural Competencies:

• Adopting Practical Approaches


• Articulating Information


• Challenging Ideas


• Convincing People


• Exploring Possibilities


• Following Procedures


• Interacting with People


• Making Decisions


• Meeting Timescales


• Producing Output


• Showing Composure


• Understanding People

Technical Competencies:

• Active Listening


• Difficult Calls Management


• Electronic Communications & Devices


• Inbound Phone Statistics


• Query Resolution


• Telephone Caller Handling