Channel Support Specialist-1

locations
Johannesburg
time type
Full time
posted on
Posted Today
job requisition id
R12668

Job Description

 

To perform troubleshoot in of channel (i.e., banking platforms, payment systems and trade finance portals) engagement challenges experienced by clients by providing client support and advice, and to collaborate with internal teams to optimise channel performance and client experience.Channel Support Specialist

  • Monitor the performance and stability of client engagement channels, including electronic banking platforms and payment systems.
  • Respond promptly to client inquiries and issues/challenges related to channel functionality, providing timely resolutions and expert guidance.
  • Collaborate with internal stakeholders, including technology teams and product managers, to address system enhancements, upgrades and bug fixes.
  • Conduct root cause analysis for incidents and outages, identifying underlying issues and implementing corrective actions to prevent recurrence.Channel Support Specialist
  • Provide support and guidance to clients and internal users on system configurations, security protocols and best practices.
  • Perform system testing and validation for new features, enhancements, and software releases, ensuring integration with existing platforms.
  • Document technical procedures, troubleshooting stems, and resolution guidelines to build a knowledge base and facilitate training for support teams where required.
  • Participate in cross-functional projects and initiatives to improve channel efficiency, enhance user experience and meet regulatory requirements.
  • Stay informed of industry trends, emerging technologies, and regulatory changes impacting channels.
  • Collaborate with vendor partners and third-party service providers to address technical issues, coordinate upgrades and optimise service delivery.
  • Assist in the implementation and configuration of new channels, ensuring alignment with client requirements and business objectives.
  • Analyse data and metrics across channel performance, identify areas for improvement, and recommend solutions to enhance operational efficiency.
  • Conduct user training sessions and workshops to educate clients and internal stakeholders on channel functionalities, features and best practices.
  • Act as a subject matter expert on channels, providing guidance and support to client service teams and relationship managers.
  • Ensure compliance with internal policies, industry standards and regulatory guidelines governing channels.

 

Qualifications: Relevant Degree

Experience: 4-5 Years relevant work experience

Job Details Channel Support Specialist

Application Closing Date

 

04/07/24

 

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

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