Relationship Officer- Alternative Banking Channels at Tower Sacco

JOB PURPOSE

• Responsible for the management of Alternative Banking Channels for the SACCO.  The primary purpose of this role is to enhance customer service access, convenience and engagement by leveraging on technology and innovative channels through spot mobile banking, pay bill, agency banking, ATMs, Merchant Purchases with an overall aim of driving the SACCO’s alternative channels business whilst delivering superior customer service, operational efficiency as well as meeting regulatory requirements.

 JOB DESCRIPTION

• To execute day-to-day alternate channels operations related to the assigned digital channels.
• Responsible for instant Card Printing process, pin setting and issuance to members.
• Ensure Implementation of all the alternate channels business policies and procedures.
• Handling the card stock management process and prepare the reorder levels to purchasing dept. with the needed materials.
• To manage all physical blank Card issuing and personalization.
• To perform annual cardholder review for both active and inactive card and report preparation.
• Ensure all card and pin requests from branches are answered promptly.
• To review and control daily report to ensure proper reconciliation and documents collected are accurate and properly filed.
• Ensure that all alternative channels comply with regulatory requirements, security standards, and data protection policies.
• Implement necessary controls and measures to mitigate potential risks and vulnerabilities.
• Analyze data and performance metrics of alternative channels to measure their effectiveness in line with the Sacco targets.
• Working with branch team to provide continuous training and awareness on operations, product knowledge on ABC, Anti Money Laundering & Combating of Financing of Anti-terrorism (AML/CFT).
• Manage Card Inventory, Supply Ordering, Monitoring and Balancing End of Month.
• Track & monitor ABCs’ progress, provide ABC update reports and implementation reports.
• Identify and review product features based on internal customer feedback.
• Standardization and alignment of Alternative Channels with other business units
• Train the ABC team and end users on Alternative Channels.
• Convey, recommend and provide different suggestions to the Product and development team after studying and analyzing the current market trends / campaigns.
• Escalate unresolved problems and complaints to the pertinent department.
• Customer education and promotional activities in conjunction with the ICT, Operations, Marketing, Finance & Risk departments
• Monitor the performance of the Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels to ensure smooth running of these Optimally drive growth of Mobile Banking transactions via Advertising.
• Resolve members and internal inquiries in a timely and accurate manner.
• Ensures research of daily reports and card problems related to member's accounts is completed and assists with inquiries, corrections, changes, and deletions.
• Identification, assessment, and implementation of products on alternative channels to expand the organization's reach and improve customer interactions.
• Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures and adherence to Data Protection Act.
• Development and integration of all existing and new delivery channels and services considering implications of customer expectations.
• Implementation of new ABCs at Branches as well as implementation of existing ABCs in new branches.
• Identify and implement opportunities for migration of customers from high-cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost-of-service delivery bank wide.
• Ensure successful implantation of ABC through collaboration with business partners within and outside the organization.
• Modification on Digital Banking Related Terms and conditions, FAQs by consulting with internal Audit and Risk Departments.
• Any other lawful duty that may be assigned by the Head of Operations, Operations Manager or any other Person in Authority.

PREFERRED QUALIFICATIONS & SPECIFICATIONS

• Bachelor’s degree in Cooperative/ finance/accounting, or any other related or Diploma in Management/Accounting/finance & Banking or a relevant field or
• Professional certification as a Certified Public Accountant./Certified credit Professional
• Minimum relevant experience of 3 years preferably in a reputable financial institution.
• KCSE C Plain with C (Plain) in English & Mathematics.
• Age above 24 years.
• Excellent communication and interpersonal abilities.
• High level of integrity and attention to detail.
•  Ability to Multitask with close attention to details.
• Possess good interpersonal skills and sound judgement.