Job Description
JOB SUMMARY
The role holder is responsible for processing payments effectively and efficiently within alternate channels and ensures the required Operations contracts, guidelines, policies, and procedures are adhered to. He/she ensures adherence of data integrity and compliance while carrying out the day-to-day duties.
KEY MEASURABLE GOALS
- BAU delivery within set policies, procedures, processes, operating instructions, and standards
- Customer Service Improvement-Enhanced TAT, accuracy in processing and continuous improvement
- Financial Performance improvement, cost reduction and efficiency
- Operational Risk Controls- adherence and minimization
- Personal Development
KEY RESPONSIBILITIES
- Undertake accurate alternate channels transaction processing within set policies, procedures, guidelines and operating instructions and within the agreed service level agreements.
- Ensure to collate all alternate channels transactions and related documentation related to the transactions processed between the Bank and the customers involved.
- Carry out processing of alternate channels exception transactions and ensure it is done as per approved
- Service standards of Operations and escalate where required.
- Monitor and respond to all queries relating to alternate channels received, carry out investigations, and close within set controls and service level agreements.
- Management of claims investigations and perform all related activities to facilitate and keep an up-to-date claims register.
- Compliance to operational risk management framework within the team and facilitate periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls and highlighting issues discovered.
- Ensure timely submission of daily productivity, balancing of books of all accounts and reconciliations.
- Provide adequate support to stake holders on requests raised that are within alternate unit within service level agreements.
- Any other duties that may be assigned by the Line Manager from time to time.
Knowledge Skills
- Analytical and problem-solving skills
- Planning and organization skills
- Interpersonal, communication and negotiation skills
- Excellent writing and presentation skills
- Knowledge of the bank’s products, services and policies
- Excellent Customer Experience skills
- Analytical thinking
- Decisiveness & Judgement
- Personal Organization
- Meeting customer needs
- Managing relationships
- Self-development
- Adaptability
- Working with others
- Banking Certifications
QUALIFICATIONS & EXPERIENCE
- A University Degree in Finance/Accounting/Commerce or related field from a recognized university.
- Two years working experience in Bank operations