Channels Support Specialist at KCB Bank February, 2024

Channels Support Specialist – IT

To provide necessary technical support and guidance on digital Channels like POS, E commerce, mobile banking, internet banking etc. by offering and maintaining quality of services on digital channels.

KEY RESPONSIBILITIES 

  • Providing quality technical support to Customers and managing Customer expectations by providing adequate support without boundaries.
  • Responsible in ensuring that there are no unnecessary queues of unprocessed technical requests from customers in the digital financial services unit. 
  • Ensuring that standard rules, procedures, and regulations are complied when providing technical support.
  • Promptly respond to different technical issues concerning digital channels on behalf of the Bank and ensure effective resolution.
  • Conduct market surveys on digital products and best technologies to be applied on digital financial service delivery and advice the head of the unity plus other stakeholders on necessary steps to take. 
  • Serve as custodian of and maintain a database of bank channels assets and relevant working tools that are issued to customers on daily basis.
  • Support and handling of digital channels technical query from Branches and sales team.
  • Work hand in hand with stakeholders including vendors on ensuring proper maintenance of POS terminals is done timely and efficiently. 
  • Any other duties assigned by superior.

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