Coordinator - Digital Channels - Emirati Talent
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Key skills for this role
About the Role
Commercial Bank International is hiring a Digital Channels Coordinator for Emirati talent in Dubai. The role supports electronic channel operations including internet banking, mobile banking, and ATM services, with responsibilities in testing, monitoring, and customer support.
Key Skills for This Role
Responsibilities
- Assist the Digital Channels Manager to enhance new functionality features, channel penetration, activation and transaction usage targets
- Perform gap analysis against new business requirements and suggest process improvements / automation
- Liaise with various groups and departments to ensure smooth functioning of Mobile Banking, Internet Banking & ATM/CCDM services
- Resolve customer complaints received through branches/contact center and customer care
- Run and administer user testing for ongoing e channel initiatives
- Participate in UAT, liaise with IT, internal & external stakeholders & vendors to resolve system deficiencies
- Monitor ATM status, escalate issues to vendors, and coordinate maintenance
- Coordinate ATM removal/relocation/installation with admin and marketing
- Monitor ATM cash limits and coordinate with finance
- Develop MIS reporting for Electronic channels (IB/MB/ATM/CCDM)
- Support marketing campaigns to increase channel customer base and usage
- Provide assistance to Contact Centre on Online Banking queries and investigate suspicious transactions
Requirements
- Diploma / High School
- Bachelor’s Degree preferred
- 5+ years of experience in Overall Banking and knowledge of Digital Channels functioning
- User Acceptance Testing and Project skills related to Mobile Banking, Internet Banking, Kiosk, ATM/CCDMs and other e channels
- Support 24/7 as needed for critical Digital banking channels
- Skilled in use of MS Office, particularly Excel and Word
- Knowledge of e channel functional interface
- Can perform well under pressure and meet deadlines
- Personal integrity and flexibility
Full Job Posting
Main Responsibilities and Accountabilities
- Assist the Digital Channels Manager to enhance new functionality features, channel penetration, activation and transaction usage targets and facilitating development of new functionalities/ services.
- Improving customer banking experience, increasing channels utilization and profitability bridging the channels gap, addressing regulatory requirements and enhancing the channels to meet the market trends.
- Assisting on performing gap analysis against new business requirements and suggest process improvements / automation to gain time and cost efficiencies.
- Liaise with the various groups, departments of the bank (COPS/Branches/ITD) to ensure that smooth functioning of the Mobile Banking and Internet Banking & ATM/CCDM services.
- Resolve customer complaints received through branches/contact center and customer care.
- Work closely and follow up with internal service departments (ITD, Central Operations, Call Center, Business Development, and Service Quality) on issues/queries/bugs/deployments, etc.
- Run and administer user testing for ongoing e channel initiatives.
- Review test plans, test scenarios, test scripts, test data and expected results covering all the testing phases and execution of UAT.
- Participate in UAT (User Acceptance Testing), Liaise with IT, internal & external stakeholders & vendors to resolve system deficiencies.
- Implementation and Testing support for the below planned new projects/functions related to Electronic Channels.
- Complete Central bank mandatory Channels project Online Payment Gateway system.
- Monitoring the status of the machines in a timely manner (including after office hours) escalate the machines issues to Trans Guard/ATM VENDOR and have the machines fixed to BAU state.
Education and Experience
- Diploma / High School
- Bachelor’s Degree preferred
- The ideal candidate should have a background in Banking, 5+ years of experience in Overall Banking and knowledge of Digital Channels functioning.
- User Acceptance Testing and Project skills related to Mobile Banking, Internet Banking, Kiosk, ATM/CCDMs and other e channels.
Other Skills Required for the Job
- Support 24/7 as needed for critical Digital banking channels.
- Experience in the new core banking channels implementation will be an added advantage.
- Must be skilled in use of MS Office, particularly Excel and Word, and ideally Access or similar database to basic level, Internet and email.
- Knowledge of e channel functional interface.
- Can perform well under pressure and meet deadlines.
- Personal integrity and flexibility.
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