Channel Support Officer

ROLE PURPOSE

The Channel Support Officer is responsible for providing day-to-day operational support across the Bank’s Cards & Payments channels, including Cards, ATM and POS, ensuring transaction queries, operational exceptions and service issues are investigated, tracked, escalated and resolved within established service standards.

The role serves as a key operational escalation point for Branches, Contact Centre and other internal stakeholders, coordinating with processors, vendors, Technology and other support teams to resolve Cards & Payments related issues.

KEY ACCOUNTABILITIES

Channel & Transaction Support

• Provide operational support across Cards, ATM and POS channels.
• Investigate transaction queries and exceptions, including declines, reversals, failed transactions and other payment-related issues.
• Review available transaction and system information to support investigation and resolution.
• Track outstanding queries and exceptions through to resolution, escalating aged, material or recurring issues as required.
• Maintain accurate records and supporting evidence for operational investigations and resolutions.
• Act as the Cards & Payments escalation point for Branches and the Contact Centre for matters requiring second-line operational support.
• Provide guidance on card, ATM and POS queries that cannot be resolved at first-line support.

Cards, ATM & POS Operational Support

• Support day-to-day operational activities and service requests associated with the Bank’s card portfolio.
• Support card inventory and distribution activities in accordance with established procedures and control requirements, where applicable.
• Investigate ATM transaction exceptions, including failed transactions, reversals and customer claims requiring operational review.
• Support POS transaction queries, terminal-related service issues and merchant escalations as Merchant Acquiring transitions into BAU.
• Coordinate channel-related issues with Branch Operations, Merchant Operations, Service & Delivery, Technology, processors and vendors as required.
• Support new Issuing and Acquiring products and channels as they are introduced.

Vendor, Processor & Internal Coordination

• Liaise with card processors, payment service providers, Technology and vendors to investigate and resolve operational issues.
• Log, track and follow up on incidents and service requests raised with external providers.

Operational Monitoring & Reporting

• Maintain operational trackers covering transaction exceptions, service issues, incidents and outstanding escalations.
• Prepare daily, weekly and monthly operational reports as required.
• Monitor trends, service levels and turnaround times and highlight recurring or emerging concerns.
• Escalate material, unusual, aged or recurring operational issues to the Lead, Cards & Payments Operations.

Controls, Risk & Compliance.

• Adhere to segregation of duties, maker-checker and access-control requirements where applicable.
• Identify and escalate control gaps, unusual activity and potential fraud concerns to the appropriate function.
• Maintain accurate records and audit trails to support internal audit, external audit and regulatory reviews.
• Safeguard confidential cardholder, merchant and transaction information.
• Support corrective actions arising from operational incidents, control reviews and audits.

Process Improvement & Operational Readiness

• Maintain and support the development of Cards & Payments SOPs, process guides and operational documentation.
• Identify opportunities to improve operational processes, turnaround times and service delivery.
• Participate in UAT, process walkthroughs and operational testing for new products, channels and system enhancements.
• Support the controlled transition of new Cards & Payments products and channels from project implementation into BAU.

KEY PERFORMANCE INDICATORS

• Achievement of agreed service levels and turnaround times for Cards, ATM and POS queries.
• Number and ageing of outstanding operational exceptions and incidents.
• Timely escalation and resolution of material, recurring or unresolved issues.
• Accuracy and completeness of operational records, trackers and reporting.
• Quality and responsiveness of support provided to Branches, Contact Centre and other stakeholders.
• Compliance with operational controls, procedures and audit requirements.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s Degree or equivalent professional qualification in Business Administration, Banking, Finance, Information Systems or a related field.
• Minimum 2–3 years’ experience in banking operations, cards, payments, transaction processing, electronic banking or a related operational environment.
• Experience supporting card transactions, ATM, POS or other electronic payment channels would be an asset.
• Exposure to card processors, payment schemes, core banking systems or payment platforms would be an advantage.
• Working knowledge of operational risk, internal controls and banking procedures.
• Proficiency in Microsoft Excel and operational reporting tools.