Officer, IT Service Delivery at SBM Bank

JOB SUMMARY:

Efficient system uptime and fraud real time monitoring on all alternate channels customer self-service platforms, review & timely intervention of any failing customer transactions and fast track escalation to relevant department of any customer complains on suspicious transaction activity using set fraud detection tools. Timely escalation of the suspicious activities and downtime on alternate channels to the relevant stakeholders for resolution. Consistent excellent & proactive service to our customers on our channel applications to maintain excellent user experience.

KEY RESPONSIBILITIES:

Transaction Monitoring (Alternate channels Fraud monitoring) - 100%

• Pick out prepaid cards receiving many small value of equal amounts which are normally associated with online scams
• Efficient system uptime monitoring of alternate channels application as per set parameters
• Timely and efficient first level resolution and escalation of all customer complains on suspicious transactions to all relevant stakeholders and follow up for resolution.
• Flag customers transacting/performing international money transfer transactions which are cumulatively high value.
• Flag initially blocked cards performing transactions.
• Flag transaction from different locations (towns or cross border) for the same card as well multiple withdrawals by customer on different locations
• Accurate & timely Preparation of daily reports on Mfukoni transactions, suspicious transactions and resolution offered.
• Proactive first level root cause analysis on any system downtimes, transaction failures and tracking for stakeholder engagement on long-term solutions.
• Detects suspicious activities when an account is receiving funds and after few days, sent the money outside the bank with one or several payments  Report Login to way4 out of business hours and before cut off times.
• Flag all transactions exceeding the various limits set for the various card products. The alerts applies for instances where the established limits in the system fails to work.
• Detect one account being debited to credit so many accounts over a short period of time as well as one account credited by so many accounts within short period of time.
• Flag all transactions exceeding the various limits set for the various card products. The alerts applies for instances where the established limits in the system fails to work.
• Flag all debits on M-pesa float with no corresponding entry on customer account.
• Detect any heightened activity on digital channels such as an account with up to 5 subsequent transaction done with 5 minutes.
• Flag Inactive account recently linked to Mfukoni activated to perform surge in transactions across all available alternative channels.
• Detect Suspicious Phone numbers on transacting on Mfukoni severally within as short period of time.
• Detect any customer transaction out of norm based on past historical transactions.
• Checking and comparing Transacting phone number on Mfukoni not matching Flex cube phone.
• Ensure that all failed card loads are escalated to card ops and loaded by close of business.

KEY RELATIONSHIPS:

Direct Reports to this Position

• None

Customers of this Position

• IT, Customer Experience, Card & Central Operations, Remittances, Digital banking Business, & Branches.

Knowledge; Skills and Experience required for this Role

Job Knowledge

• Knowledge of digital channels within the banking industry.
• Demonstrated ability to engage people effectively.
• Effective written and verbal communication.
• Ability to work in a team.
• Strong analytical skills with competence in excel required to analyze and organize multiple complex data sets.
• Computer literacy essential.
• Customer service experience essential.

Job Experience

• 1-year experience in banking.

Education

• Bachelor’s Degree
• Computer literacy (Microsoft excel Competency compulsory)

Competencies required for this Role

• Adhering to principles and values
• Applying expertise and technology
• Analyzing
• Writing and reporting
• Planning and organizing
• Presenting and communicating information
• Achieving personal work goals and objectives

Budgetary Responsibilities

• None.