Card Centre Officer – Digital Financial Services
REPORTING TO: Manager, Card Business
Job Purpose
The incumbent will be responsible for:
- Dispute Management: Processing card transaction disputes, chargebacks, and reversals in line with scheme rules.
- Card Product Management: Supporting the development of new card products/features and collaborating with Marketing on card promotions and customer acquisition.
- Communication: Interacting with various card vendors to ensure alignment and support Card Business growth.
- Vendor & Stakeholder Management: Liaising with card scheme partners, personalization vendors, card manufacturers, and payment processors.
- Reporting & Analytics: Preparing daily, weekly, and monthly card performance reports on issuance volumes, transaction activity, fraud trends, and portfolio growth.
Key Responsibilities
- Drive uptake and usage of Debit, Credit, Virtual, and Prepaid Cards across branches.
- Drive card business strategy to grow revenues from Debit, Prepaid, Virtual, Credit Cards and ATM channels.
- Manage customer disputes and queries; handle emails and calls from branches and the Contact Centre.
- Oversee instant card issuance across the branch network.
- Receive, verify, and manage debit, prepaid, and credit card stock from card manufacturers.
- Distribute debit card stock to branches and ensure proper acknowledgement of receipt.
- Liaise with DFS Technical & instant issuance vendors regarding printer issues reported by branches.
- Process card files for credit cards with vendors.
- Manage relationships with key partners such as Visa, Kenswitch, Mastercard, Interswitch etc.
- Process staff and customer credit cards and ensure timely credit card recoveries.
- Develop strategies for mass issuance of prepaid cards through existing bank relationships (e.g., SACCOs, schools, alumni associations).
- Prepare monthly productivity and branch card usage reports.
- Champion internal and external card partnership initiatives.
- Identify and report potential or actual money laundering risks, including suspicious card transactions, in line with AML policies.
- Ensure compliance with all Bank policies and procedures.
- Ensure that 95% of transactions are migrated to channels.
- Perform any other duties assigned by the Line Manager or Head of DFS.
The Person
Qualifications
- Bachelor’s degree in Business Administration, Finance, or a related field from a recognized university. Professional certifications are an added advantage.
- Minimum 3 years hands-on banking experience in Front or Back Office Operations, IT, or Business-related functions.
- At least 2 years’ experience in Card Business/Digital Business is an added advantage.
- Thorough knowledge of CBK prudential guidelines and card scheme regulations.
- Strong communication skills, including the ability to develop business cases, presentations, and stakeholder communications, even at senior management level.
- Strong analytical, logical reasoning, problem-solving, and risk-assessment skills.
Key Competencies & Attributes
- Comprehensive understanding of the end-to-end Card Business.
- Excellent people management, team motivation, and leadership abilities.
- Customer-centric mindset.
- Ability to build and maintain strong relationships.
- Good stakeholder management and listening skills.
- Pleasant, adaptable, and able to relate well within diverse teams.
- High standards of professionalism, integrity, and respect for others.
How to Apply
All applicants MUST apply online via email: recruitment@familybank.co.ke Closing Date: 7th December 2025
Canvassing will lead to automatic disqualification.
Only shortlisted candidates will be contacted.