This role manages digital banking activities including secure access to channels, account management, customer support, compliance, and operational enhancements, ensuring smooth platform functionality and regulatory adherence.
Key Responsibilities:
- Encryption of Access Channels: Implement secure encryption, conduct audits, and stay updated on encryption standards.
- Account Management: Process account requests, handle enrollments, account updates, deactivations, and provide feedback to branches.
- User Queries: Address application-related questions, troubleshoot issues, and provide training materials.
- Issue Investigation: Analyze and categorize reported issues, reproduce in test environments, and escalate as needed.
- Documentation & Enhancements: Track issues and improvements, create knowledge base articles, and suggest process enhancements.
- User Acceptance Testing (UAT): Validate fixes, patches, and enhancements, report discrepancies, and provide feedback.
- Customer Complaints Handling: Respond to and resolve complaints, prioritize VIP clients, and analyze trends.
- Regulatory & Compliance: Plan and implement regulatory updates, perform UAT, and provide post-deployment support.
- Operational Changes: Oversee updates to platforms, ensure timely deployment, and manage troubleshooting.
- Internal Communications: Share updates on product features, incidents, and system changes with internal teams.
