Job Description


Oversee and ensure timely and proper response to mails sent concerning cases for the team including requests, complaints, enquiries on cases already logged.
Guide and monitor the team on proper token dispatch and manual reversals 
Review manual reversal upload files to be wrapped on TTUM and uploaded on Finacle
Approve whitelist, First Monie Wallet, IBPS requests etc as well as treat card statement requests
Onboard merchants on First Direct 2.0, Account Xplorer etc as well as treat corporate profile modification request 
Identify process improvements needs to promote efficiency after reviewing extant processes and the impact on efficient service delivery
Provide timely and usable reports such as GH Monthly Report, RPA monthly report RPA Robot Daily Report as well as RPA weekly summary to the Unit Head
Assist the Unit Head in driving Quality Assurance across board
Drive perception of service recovery from internal customers
Escalate issue patterns detected in the course of duties


Job Requirements:


Minimum Education: B.Sc/Hnd In Any Discipline, Preferably A Numerate Discipline.  
Familiarity with electronic banking products is very essential. – analytical skills and willingness to learn is key recruitment criteria.