TEAM LEAD, DIGITAL CHANNELS SUPPORT at First Bank of Nigeria
Job Description
Oversee and ensure timely and proper response to mails concerning cases for the team, including requests, complaints, and inquiries on cases already logged.
Guide and monitor the team on proper token dispatch and manual reversals.
Review manual reversal upload files to be wrapped on TTUM and uploaded on Finacle.
Approve whitelist, First Monie Wallet, IBPS requests, and process card statement requests.
Onboard merchants on First Direct 2.0, Account Xplorer, etc., and handle corporate profile modification requests.
Identify process improvement needs to promote efficiency after reviewing existing processes and their impact on efficient service delivery.
Provide timely and usable reports such as GH Monthly Report, RPA Monthly Report, RPA Robot Daily Report, and RPA Weekly Summary to the Unit Head.
Assist the Unit Head in driving Quality Assurance across the board.
Drive the perception of service recovery from internal customers.
Escalate issue patterns detected in the course of duties.
Job Requirements
Minimum Education: B.Sc/HND in any discipline, preferably a numerate discipline.
Familiarity with electronic banking products is essential.
Analytical skills and willingness to learn are key recruitment criteria.