CHANNEL SUPPORT OFFICER

The Channel Support Officer is primarily responsible for providing support to the section head in the overall management of Digital Channel’s services to clients to ensure fulfillment of their requests/complaints within the given turn-around-time (TAT).

Responsibilities

Transaction Processing

• Ensures that all clients’ requests/complaints are processed daily and within the standard turn-around-time to achieve prescribed sigma/efficiency level.
• Authorizes account/client’s maintenance request to support auxiliary services available in Digital Channels
• Ensures that all maintenance requests processed by the team adheres to the approved policies & procedures.
• Checks/Endorses transaction reimbursement to/from client’s account (debit/credit)
• Acts as a back-up to other officer/s in case of absence
  
  

• Prepares daily/weekly transaction volume and other reports deemed necessary for proper monitoring.
• Supports the department and other units in the group by performing administrative and other support functions
  
  

• Leads the team to improve the processes and achieve operational efficiency
  
  

• Provides guidance and support to direct reports to deliver job requirements.
• Provides training and development opportunities needed by the team member to have a fulfilling and progressive career in the bank.
  
  

• Bachelor's degree in Accounting, Business Management, Banking & Finance, Mathematics, Statistics
• 1-2 years background in branch operations/support and contact center experience
• Knowledge on the services and products of the business unit supported
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels
• Knowledge in bank accounting, and bank policies and procedures