Specialist; Electronic Banking Job Vacancy at NMB Bank

Table of Contents

Specialist; Electronic Banking (1 Position)

Job Location :

Head Office, Hq

Job Purpose:

To provide a system and customer support, client acquisition, and interaction with customers by phone, face-to-face contact, and through internal users on service provision.

Main Responsibilities:

Maintain new and existing customers subscribed to the digital channel through timely support, installation, and training
Ensure adherence to the operational framework in line with NMB Policy controls and compliance
Operate a smooth and seamless electronically initiated funds transfer process through the channel
Support ad-hoc initiatives and reviews driven by Cash Management (re-engineering, process improvements, service enhancements)
Fully conduct market scanning on new e-banking products and developments internationally and of local competitors and use the knowledge to propose opportunities and threats.
Fully take ownership of the call received from the Call Centre and solve the queries to customers’ satisfaction.
Ensure full compliance and provide oversight of various consumer protection requirements across the unit.
Participate in UAT testing of new application releases or improvement fixes and provide feedback to stakeholders.
Analyze queries and identify solutions to resolving technical issues.
Create and distribute MI reports and updates on usage, queries/issues, and new opportunities for department consumption and other stakeholders monthly.
Work closely with internal departments (operations, ICT, customer experience, risk, and Forensics.) to solve customer and operational issues in a timely manner.

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Conduct periodic refresher training for staff and clients.
Fully support all Branches’ requests as per standard operating procedures.
Support periodical review of internal policies, procedures, and compliance with regulations.
Review and provide feedback on customer satisfaction surveys and responses to customer complaints.
Perform profitability analysis of various product lines offered.
Assist with other duties within the team and department as necessary.

Knowledge and Skills:

Business understanding of product offerings in the wider financial services industry
Knowledge on Electronic Banking systems and products; Programming skills
Numerical skills; Project management skills; Business planning skills
Strong decision-making skills; Negotiation skills

Qualifications and Experience:

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