eChannels support Coordinator

Job brief

This position functions as the person responsible of supporting all aspects of the Internet Banking, Mobile Banking, SADAD systems and SMS Services. It is the second line of support after the Contact Center.

Essential Job Functions and Responsibilities

• Regular and predictable attendance and punctuality.

• Customer support: Investigate and solve customer issues raised through Contact Center, Branches, Social media, customer care unit and emails. These issues could be related to any of the eChannels products such FransiPlus, FransiMobile, SMS services, and SADAD payments. This may require to contact the customer to either collect more details about the issue or confirm the resolution of the issue.

• Raise Technical issues to ISG: Technical issues need to be raised to IT department to investigate and solve the issue. Once solved, it should be verified before contacting the customer to confirm the resolution.

• Increase limit: Verify Process the “Increase limit exceptional request” received from branches.

• Raise SADAD issues to SADAD: Issues related to SADAD payment and inquiry including MOI payments need to be reported to SADAD. Follow up with SADAD and confirm to customer once the issue is resolved.

• Simah registration request: Process Simah registration request received from branches.

• Refund request: Validate and process refund request.

Education and/or Experience Requirements

• Bachelor Degree required, preferred in IT related areas.

• One to Three years banking experience or equivalent combination of education and experience required.

• Familiarity with the Internet and Internet browsers including Internet Explorer, Mozilla Firefox, and Safari.

• Good working knowledge of MS-Office including Excel, Word & Access and Microsoft Expression.

• Ability to read ,Write and speak English Language.