E-Channel Officer
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Key skills for this role
About the Role
ADIB is seeking a senior E-Channels Officer to perform operational support duties for alternate delivery channels, including internet banking, mobile banking, and SMS banking. The role involves managing fraud complaints, coordinating with legal and marketing, and supporting system testing and user acceptance testing.
Key Skills for This Role
Responsibilities
- Represent the bank in all electronic crimes related to judiciary and police enforcement
- Manage/supervise all fraud related complaints and resolution
- Manage/supervise the bank electronic related marketing (SMS, email & other electronic touch points)
- Manage Internet Banking, Mobile Banking, SMS Banking Application, and E statement Application systems
- Respond to customer complaints and legal requests for court cases investigation
- Raise helpdesk tickets for incidents and issues, follow up and monitor tickets
- Attend to bug fixes testing and implementation
- Review and coordinate with marketing, shariah & legal for new e payment services contracts
- Participate in new projects and enhancements on e Banking systems
- Perform system testing and user acceptance testing
- Develop and implement procedures for ongoing revision of e Banking policy & procedure
- Plan, schedule, and deliver staff training on e banking related topics
Requirements
- Bachelor degree in any discipline
- At least 7 years experience in Banking
- Computer skills
Full Job Posting
Role Purpose
- The senior E Channels officer is responsible for performing operational support duties of the Alternate Delivery Channels Unit.
- Assists the Alternate Delivery Channels Manager; provides professional, technical and general support to customers and Bank personnel.
- Responds to telephone and e mail inquiries; monitors product usage and system operation; resolves problems.
- Helps in coordination and support of system testing and user acceptance testing.
- Provides assistance in training Bank personnel on Internet banking, bill payment, mobile banking and electronic services.
Key Accountabilities
- Represent the bank in all electronic crimes related to judiciary and police enforcement
- Manage/supervise all fraud related complaints and resolution
- Manage/supervise the bank electronic related marketing (SMS, email & other electronic touch points)
- Manage Internet Banking, Mobile Banking, SMS Banking Application, and E statement Application systems
- Respond to customer complaints raised from other units
- Respond to Legal with necessary customer data required for court cases investigation
- Raise helpdesk tickets for incidents and issues encountered on production system
- Follow up and monitor on all tickets and request submitted to ITD
- Attend to bug fixes testing and implementation
- Review and coordinate with marketing, shariah & legal for any new e payment services contracts
- Liaison between ITD and users on all e Banking related issues
- Attend project related meetings
Internal (Process, Products & Regulatory)
- Participate in new project and enhancement on e Banking systems
- Participate in the user requirement phase
- Follow up with new functional requirements related to various online applications
- Attend and organize e Banking related meetings
- Perform system testing and user acceptance testing
- Develop and implement procedures for ongoing revision of the e Banking policy & procedure
- Ensure all departments are aware of any new changes to the e Banking systems
- Comply with other specific roles and tasks as raised by direct line manager
- Interact with legal, marketing and shariah for text & contents changes on e Banking channels
- Ensure all necessary legal agreements and documents are approved and signed off
- Perform live testing for all new projects and enhancement
- Inform staff of updates to the Internet Banking
People
- Plan, schedule, and deliver staff training coordination with managers
- Develop documents and tools for staff training on e banking related
- Respond to staff questions about use of e banking services
- Prepare & plan for new product/enhancement training to relevant departments
Specialist Skills / Technical Knowledge
- Bachelor degree in any disciplines
- At least 7 years experience in Banking
- Computer skills
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