CHANNELS SUPPORT OFFICER

A job vacancy has arisen within the Operations Department of Letshego Bank Namibia for the

 

Purpose of the Job:

 

To ensure the efficient support of LBN electronic channels (USSD/IB/Cards). Responsible for the maintenance of superior internal and external customer service standards. This is a support function, therefore, the incumbent must be customer centric and have high regard for customer service and problem resolution.

 

Key Accountabilities

 

1. Overall understanding and custodianship of the LBN Payments operations/functions of the Card, IB, USSD and EFT payment systems (all LBN Payment Systems);

2. Understanding of the Namibia Payments System (NPS) and the relevant integration points;

3. Provide 1st level Functional Support on all banking Channels (E-Banking, M-Banking & Card) and ensure system availability and performance.

4. Adhering to bank’s policies and procedures in managing and supporting banking channels applications.

5. Ensuring Uptime of services being offered through banking channels as per SLA.

6. Ensure clients are using the channels optimally and identify opportunities to cross sell.

7. To deliver performance excellence through working as part of a team undertaking a wide range of support and servicing activities.

8. Proactively monitoring services and transactions.

9. Run, manage, understand & oversee the Channel systems value chain to ensure end to end success of all transactions.

10. Analyze reported incidents issues & ensure that support is provided in line with the Service Level Agreements with vendors.

11. Ensure issues raised are resolved within specified SLA time frames with proper communication to relevant stakeholders.

12. Escalate Channel system faults/incidents to relevant authorities & stakeholders (3rd level support) & manage the resolution & delivery of solution thereof.

13. Participating in new product rollouts, testing, documentation and operational improvement projects and complying with Change Management process for channels banking systems.

15. Engagement with vendors and manage SLA to ensure the high availability and performance of our channels / payments systems;

16. Ensure high standards of confidentiality to safeguard commercially sensitive information;

17. Review and ensure compliance with policies and procedures and country regulatory requirements

18. Provides sufficient second line support and handle calls escalated from the Customer Contact Centre and the branch network;

19. Provide support on audit issues pertaining to operational issues, including management response, follow up, correction and reporting 20. All other duties aligned with Payments and settlements as directed by Management,

 

Minimum Job Requirements

 

1. Grade 12 (25 points) original certified

2. A relevant degree in Informatics (ICT), commerce or equivalent qualification;

3. Minimum of 2 years’ experience in a banking operations / channels and payments environment;

4. Proven knowledge and experience in electronic channels and digital technology operations;

5. Transaction/Solution performance monitoring and statistical information reporting

6. Proficiency with Microsoft suite of products primarily word and Excel Spreadsheet;

7. Customer service oriented 8. Attention to detail and Problem Analysis;

9. Ability to multi task, work under pressure and to tight deadlines;

10. Must have a passion for problem solving and customer service;

11. Ability to work flexible and prolonged hours.

 

Interested candidates should forward their applications accompanied by Curriculum Vitae and certified documents to the provided email address