Academic Qualifications:

Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).

Professional Qualifications / Membership to professional bodies/ Publication:

Relevant professional certifications in digital banking or IT support will be an added advantage.

Work Experience Required:

• Minimum of 5 years of experience in customer support, preferably in the banking sector.
  
• Strong knowledge of digital banking products and core banking systems.
  
• Experience in handling vendor invoices and coordinating approvals.
  

Competencies:

• Troubleshooting and problem-solving skills.
  
• Excellent communication and interpersonal skills.
  
• Proficiency in support ticketing systems and CRM software.
  
• Strong time management and ability to prioritize tasks.
  
• Customer-centric approach with empathy and patience.
  

Financial:

• Ensure efficient resolution of customer queries to minimize operational disruptions and service costs.
  
• Adhere to operational guidelines to reduce losses from service failures and customer disputes.
  
• Identify areas for automation to enhance efficiency in issue resolution.
  

Customer:

• Provide first-line support for digital banking products, including mobile apps, online banking, and digital services.
  
• Troubleshoot and resolve customer-reported issues, ensuring timely and effective solutions.
  
• Assist customers with product inquiries, usage guidance, and feature explanations.
  
• Conduct regular follow-ups with customers to confirm issue resolution and ensure customer satisfaction.
  
• Escalate complex issues to the appropriate teams for resolution.
  

Internal Processes:

• Document and track customer interactions, issues, and resolutions in the support ticketing system.
  
• Share logs and information with ICT support for technical troubleshooting.
  
• Conduct routine checks on digital banking solutions to identify and resolve operational anomalies.
  
• Participate in User Acceptance Testing (UAT) to validate new features and system enhancements before deployment.
  
• Ensure adherence to internal controls and operational guidelines to minimize risks and service disruptions.
  

Enablers:

• Work closely with the Product Support Lead and Product Manager to identify recurring issues and recommend improvements.
  
• Collaborate with ICT, Customer Service, and Compliance to streamline support processes.
  
• Participate in training sessions to enhance knowledge of digital banking products and customer support best practices.
  
• Assist in training bank staff on new systems, products, and policy updates.
  
• Maintain accurate records of all customer interactions and issue resolutions for reporting purposes.
  

• First-line resolution of customer issues related to digital banking products.
  
• Tracking and escalating unresolved issues to the appropriate teams.
  
• Ensuring compliance with SLAs for issue resolution.
  
• Managing vendor invoices, ensuring accuracy, timely uploading, and approvals.
  
• Maintaining an updated knowledge base for support processes.