E-Banking Operations Lead at Primera Africa Finance Group

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