Team Lead, Retail Payment (POS) Support at First Bank

DUTIES & RESPONSIBILITIES

• Responsible for the coordination of the support for the FirstPOS merchant set-up and onboarding
• Proactively engage the various Payment Service Terminal Aggregators (PSTAs) and Switches to ensure daily optimized transaction reports are provided. 
• Proactively engages EFT and EPO to promptly settle merchants on both instant settlement and T+1 and T+2 (dollar settlement)
• Coordination and ensuring the regular update of the acquired merchant database in line with the agreed settlement timelines e.g. Instant Settlement, T+1 settlement, and T+2 settlement
• Provide merchants with adequate business support and training to enable smooth daily reconciliations of their accounts.
• Ensure T+1 merchant Settlement’ and réconciliation
• Ensure provision of daily merchant statements to key merchants
• Responsible for the Instant settlement account reconciliation and management
• Responsible for the acquired merchant complaint management
• Manage the acquired merchant instant settlement engagement with NIBSS
• Manage the PWT transaction reconciliation
• Liaise between EPO and EFT team on merchant settlement issues
• Maintain settlement and reconciliation files of acquired merchants
• Provide adequate support and training to merchants to enable smooth daily reconciliations of their Merchants’ accounts.
• Support and facilitate prompt resolution of various merchants’ issues working with relevant stakeholders and the POS Business.
• Address concerns raised by merchants about reports, product offerings, and pricing.
• Provide technical support to merchants and POS businesses as required for smooth POS business operations. 
• Coordinate the Implement of the Central Bank of Nigeria and other external and internal audit recommendations in respect of Support of POS Business in the bank
• Attend and convene stakeholders’ meetings with other teams of the Bank on matters that relate to activities of the team
• Take appropriate steps to bring any open support cases to resolution in a timely manner
• Regularly give update on acquired merchant performance and activities to the Unit Head, Channels & Retail Support
• Ensure Information Security Policies and Procedures are adhered to on all channels, retail products or services.
• Maintain the security of all Information entrusted to the staff.
• Comply with the principles and policies in the Information Security Handbook

JOB REQUIREMENTS

Education 

Minimum Education:  First Degree in an IT/Business related discipline.

Experience 

Minimum experience – 6 years relevant experience in electronic banking product development and support.

KEY COMPETENCY REQUIREMENTS

Knowledge

• Product Development
• Product Life Cycle
• Settlement/Reconciliation
• Project Management
• Data Analysis
• Relationship Management
• eChannels Products
• Customer Relationship Management
• Payment Card Products
• Card Switching Methodology 

Skill/Competencies

• Settlement &Reconciliation
• Business / Product Development
• Channel Management
• Customer Relationship Management
• Client Industry Knowledge
• Data Gathering and Analysis
• Project Management