• Application Deadline: Wed, 22 Jun 2022 00:00:00 GMT
• Position: E-Banking Operations Lead


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 - 6 years


• Location Lagos


• Job Field Administration / Secretarial  , Finance / Accounting / Audit 
  

Job Description

• Manages the administrative and operational functions of the Unit.


• Ensures all customer complaints are resolved in a timely fashion.


• Ensures all open transaction positions are closed without constituting reconciliation issues.


• Handles customers’ card requests, new product/service requests and replacement requests as well as provide first-hand support to card management related issues.


• Use dispute sources/platforms to resolve transaction disputes on all Interswitch transactions, Visa transactions, Mastercard transactions, Etranzact transactions,


• NIP/NIBSS transactions and other mobile money transactions, etc.


• Process transactions so as to close open positions on all Interswitch Settlements, Visa settlements, Mastercard Settlements, Etranzact Settlements, NIP/NIBSS Settlements, and other mobile money settlements, etc.


• Receive and process new physical/virtual card requests and card replacement requests, handles cost implications on all card requests and ensures costs are distributed correctly.


• Supports customers on malfunctioning cards and other card related issues.


• Monitors transactions on electronic channels and escalates any observed unusual trends.


• Ensuring funds disbursement to our customers for all accepted Remote On-Us disputes.


• Monitoring of the failure rate across all E-Channels and process refunds of out-rightly failed transactions.


• Liaise with other banks and other switching companies to include (Flutterwave, PayStack, Unified Payments, and Interswitch) to resolve all dispute claims affecting our customers.


• Weekly preparation of e-Channel product & platform Performance Report and presentation to Management.


• Ensure daily Reconciliation of Card Stock Accounts.


• Perform any task as may be assigned by Head of Operations.


• Driving continuous improvement on key processes and procedures for the bank.


• Ensures that the unit complies with regulatory and institutional requirements and laws governing card and Instant transfer(NIP/NIBSS)processing.

Qualifications

• Minimum of B.Sc in any related field.


• 4 - 6 years working experience in E-Banking/E-Channel in a reputable commercial bank across Reconciliation, Dispute Settlement, Charge-Back, POS and Card Operations, Customer Service, etc


• General banking experience especially in operations, customer serviceor support service units.


• Excellent Data Analysis skills including Advanced Excel and SQL is essential.


• Advanced knowledge of CBN, NIP/NIBSS processes and regulations around E-Banking Operations is essential

Required Skills & Competencies:

• Critical thinking


• Personable


• Problem solving


• Organize information


• Strong knowledge of banking operations


• Process Improvement


• Change Management


• Pay attention to details


• Team player


• Honest, proactive and hardworking


• Ability to adapt to changes


• Excellent written and verbal communication skills