Channel Support Officer

About the role

The Channel Support Officer provides day‑to‑day operational support for the bank’s Cards, ATM and POS channels. The role investigates transaction queries, manages exceptions and serves as the escalation point for branches, contact centres and other internal stakeholders.

Key responsibilities

• Provide operational support across Cards, ATM and POS channels, handling declines, reversals, failed transactions and other payment‑related issues.
• Investigate and resolve transaction queries and exceptions, tracking them through to closure and escalating material or recurring issues.
• Act as the second‑line escalation point for branches and the contact centre, offering guidance on queries that cannot be resolved at first‑line support.
• Coordinate with card processors, payment service providers, technology teams and vendors to resolve operational incidents and service requests.
• Maintain operational trackers, prepare daily/weekly/monthly reports and monitor service levels, highlighting trends or emerging concerns.
• Ensure compliance with segregation of duties, maker‑checker controls and access‑control requirements, and flag potential fraud or control gaps.
• Support the rollout of new issuing and acquiring products, participating in UAT, process walkthroughs and operational testing.
• Maintain accurate records and audit trails to support internal and external audits.

Required profile

• Bachelor’s degree or equivalent in Business Administration, Banking, Finance, Information Systems or a related field.
• 2–3 years of experience in banking operations, cards, payments or electronic transaction processing.
• Working knowledge of operational risk, internal controls and banking procedures.
• Familiarity with card processors, payment schemes or core banking systems is an advantage.
• Strong analytical abilities and attention to detail for investigating transaction exceptions.

Required skills

• Microsoft Excel
• Operational reporting tools