Officer, Card Support at Stanbic IBTC

To provide second‑level support for resolving customer card‑related issues across credit, debit, and prepaid cards. The role interfaces with multiple card systems, payment processors, authorization networks, and internal stakeholders to ensure quick and accurate resolution of card issues.

Essential Functions

• Provide second‑level operational and technical support for all card‑related issues across channels.
• Handle customer complaints and queries logged via branches, CCC, relationship managers, or digital channels.
• Use multiple card systems; CMS (Credit/Prepaid), Switches, Authorization network tools, Fraud monitoring systems, Dispute/Chargeback platforms
• Execute card lifecycle processes; Statement generation, PIN reissuance (Verve, Visa, USD prepaid), Card renewal, closure, and reactivation, Limit increases or decreases, Direct debit execution for credit cards
• Liaise with payment processors (Network International, Interswitch) to resolve escalated cases.
• Log and resolve cases ensuring closure within SLA.
• Ensure compliance with scheme rules, regulatory policies, and internal operating procedures.

Qualifications

• First degree in IT, Business, Economics, or related field

Experience Required

• 4-6 years’ experience in card operations, digital channels support, or banking operations. Experience with switches, card systems, and payment platforms. Experience working with customers and resolving technical issues

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Developing Expertise
• Documenting Facts
• Embracing Change
• Examining Information
• Exploring Possibilities
• Interacting with People
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Active Listening
• Customer Reception and Channelling
• Difficult Calls Management
• Electronic Communications & Devices
• Query Resolution
• Telephone Caller Handling
• Workflow Management