Responsible for providing technical support for the company’s mobile banking application. The roles involves responding to user inquiries, performing preliminary investigations into reported issues, documenting problems and enhancements, conducting user acceptance testing (UAT), handling account management requests, generating reports, addressing customer complaints, and ensuring regulatory compliance. This role involves working with both internal teams and customers to ensure smooth platform functionality, prompt issue resolution, and adherence to
regulatory standards.
Key Responsibilities:
- Handle User Queries: Respond to user inquiries, explain app features, troubleshoot issues, and provide step-by-step instructions.
- Investigate Issues: Gather details, reproduce issues, analyze logs, and categorize problems for resolution.
- Document Issues & Enhancements: Track issues via platforms like ServiceNow, document workarounds, and suggest improvements.
- User Acceptance Testing (UAT): Test fixes, patches, and enhancements, provide feedback to the development team.
- Account Management: Approve SMS PIN enrollments, manage account changes, and reflect updates in the system.
- Generate Reports: Create and manage monthly and weekly reports for operational needs (e.g., BS Compliance, Digital Channels).
- Handle Customer Complaints: Monitor complaint channels, investigate issues, provide solutions, and follow up for customer satisfaction.
- Regulatory & Compliance: Implement updates based on regulatory requirements, conduct UAT, and provide post-deployment support.
- Operational Enhancements: Manage the addition of new banks, QR onboarding, and billers, ensuring smooth platform updates.
- Internal Communications: Share product updates, incident reports, and system changes with internal teams.
