Channels Operations Support at LAPO Microfinance Bank Limited

Job Summary

Manage the usage support of the bank’s digital channels and platforms to ensure smooth operations and customer’s satisfactions of the channel’s platforms and experience.

Job Details

1. Train bank staff and customers on the use of digital banking channels
2. Troubleshoot login issues, transaction failures, and connectivity problems with vendors and internal team
3. Escalate complex issues to the relevant teams (IT, or vendors) when necessary
4. Develop FAQs, user guides, and tutorials to assist customers with common issues
5. Reset passwords, unlock accounts, and verify identity for secure customer transactions
6. Support back-office teams in processing customer requests related to digital banking services
7. Participate in testing new features, upgrades, and system integrations before deployment.
8. Track key performance metrics such as system uptime, transaction success rates, and customer complaints
9. Generate reports for management on digital banking trends, issues, and resolutions
10. Work closely with third-party vendors, IT teams, and business units to resolve issues and implement solutions.
11. Collaborate with product teams to enhance digital banking services based on customer feedback            
12. Maintain logs of customer complaints, system issues, and resolutions

Requirements

1. Education: OND, HND or its equivalent
2. Experience:  Minimum of 2 years relevant experience in the use of applications and proven record in data input.

Location: Head Office:15A Ikorodu Road Maryland , Lagos, Nigeria