About this role
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.