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.
  

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.