This role is responsible for managing digital banking activities, focusing on secure access, account management, customer support, compliance, and operational enhancements. The position ensures smooth platform functionality, regulatory adherence, and provides both technical support and internal coordination for mobile banking and digital banking services. It involves handling user inquiries, troubleshooting, performing system tests, managing updates, investigating issues, generating reports, and addressing customer complaints.
Key Responsibilities:
- Handle User Queries: Respond to user inquiries, troubleshoot issues, explain app features, and provide detailed guidance on using the mobile banking platform and other digital banking channels.
- Investigate Issues: Gather issue details, reproduce problems, analyze logs, categorize issues, and collaborate with development teams to resolve them.
- Document Issues & Enhancements: Track reported issues and suggested improvements in systems like ServiceNow, create knowledge base articles, and propose process enhancements to improve functionality.
- User Acceptance Testing (UAT): Conduct testing for new fixes, patches, and system enhancements, provide feedback, and validate fixes before deployment to ensure smooth platform updates.
- Account Management: Handle user account enrollments, updates, deactivations, and SMS PIN approvals. Ensure that all account changes are accurately reflected in the system.
- Generate Reports: Prepare and manage regular reports (e.g., compliance, operational needs, digital channel performance) to support business operations and management reviews.
- Customer Complaints Handling: Monitor customer complaints, investigate issues, prioritize high-priority clients, provide solutions, and ensure customer satisfaction through effective follow-ups.
- Regulatory & Compliance: Plan and implement regulatory updates, conduct UAT for compliance changes, and provide post-deployment support to ensure ongoing compliance with industry standards.
- Operational Enhancements: Oversee platform updates, including the addition of new banks, QR code onboarding, billers, and system improvements. Ensure timely deployment and address any operational issues.
- Encryption & Secure Access Management: Implement encryption for secure access to digital banking channels, conduct audits, and stay up-to-date with encryption standards to safeguard user data.
- Internal Communications: Share product updates, incident reports, platform changes, and system updates with internal teams to ensure cohesive and coordinated operations.
