Job Purpose:


To support DFS Back-office Manager in driving and delivering excellent business performance through effective processing, settlement and reconciliation of the card transactions and ensuring optimum productivity, operation efficiency and outstanding customer service.


Duties and Responsibilities.


To manage the operations of card transactions, reconciliations, and postings thereof.
Manage Customer Service issues, by responding to and following up on enquiries from branches and call center by email and telephone.
Responsible for identifying and reporting potential and actual Money Laundering Risk related to prepaid cards, including suspicious transactions in accordance with the laid down AML policies & procedures.
Disputes: Solving of Credit Cards ON –US Transactions, Credit Cards Top Dispute, Prepaid Cards
Transactions, Family Pay Mobile Transactions and Card Paybill disputes.
Support Card Business in Credit Card income postings.
Posting: Prepare batches/entries for posting on the various items identified Visa Cash and POS reconciliations.
Support closure of Audit recommendations in cards Operations.
Attend and participate in DFS Operations meetings as may be called by the manager.
Ensure compliance with Family Bank’s Policies and Procedures while executing your roles.
Daily monitoring: monitor and maintain an up to date position of all the Assets and Liability accounts assigned to you and monitor respective trial balance for accurate reporting.
Balancing, reconciliation for posting items: Balancing of all control accounts assigned to and reconciliation of outstanding items posted in the system.
Training –Ensure to learn on all areas relating to DFS Operations.


General Administration.


Propose/ review amendments to Procedures for efficiency and effectiveness of settlement, reconciliations of cards suspense accounts.
Handover / Takeover as team members proceed on leave.


Cost Control.


Liaison with ICT and other Departments to ensure smooth operation of work
Liaise with service providers e.g. Interswitch, Kenswitch, Mastercard and Visa on complaints from branches,
Preparation of quarterly Mastercard/visa certificates within the stipulated timelines.
Any other operational duty as may be assigned by the management.


Academic Qualification(s):


University Degree in Business administration, or equivalent; or Advanced Diploma in Accounting, Finance, Economics or Business-related field.
HR Department Doc
Have a minimum of One (1) Year relevant work experience in a commercial bank, thorough knowledge of Banking Procedures.
Thorough knowledge of banking prudential guidelines pertaining to account opening and KYC requirements.
ACIB/AKIB/CPA and/or other banking professional qualifications would be an added advantage


Key Competencies


Organizational skills to effectively prioritize work schedules and manage operational risks
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Versatility in handling various tasks
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Teamwork and trust to support performance and customer-service oriented culture.
Have thorough knowledge of the various services, possible problems and the different processes and solutions.
Good communication skills & polite response to customers’ queries
Ability to work under pressure, and patience in solving cases
Professionals handling bank information with confidentiality.
Effective time management in resolving issues.
Achieve set audit standards with no repeat exceptions.
Live and practice Family Bank Values without compromise