Cards & ATM Officer

Job Purpose:

Undertake designated activities within the department to ensure service standards are achieved and risks managed. Be responsible for carrying out a range of demanding clerical, reconciling, data administration and control / monitoring services and duties, in order to ensure timely delivery of a quality service to clients, other Bank ABC units and departments in line with agreed service standards and within budgets.

Principal Responsibilities, Accountabilities and Deliverables of Role:

• As directed, support/undertake the timely and accurate delivery of all requested projects and initiatives ensuring these are within specification and budgeted costs.
• Carry out a range of demanding clerical, data input, reconciliation, data administration and monitoring services, ensuring that the work is completed accurately, on time and in adherence to all specified Bank processes, procedures, standards and relevant external regulations.
• Ensure that the work processed by self and the team adheres to all specified Bank processes, procedures, standards, and relevant external requirements.
• Identify and suggest improvements to new and existing processes / procedures / systems and the way in which the team operates to improve service quality and process efficiency.
• Maintain up-to-date awareness of market conditions, bank products and services to ensure that best practice is adopted where required.
• Participate in the evaluation and implementation of new or upgrades to existing IT systems and new products including the performance of robust user testing in accordance with bank standards.
• Assist in the preparation of reports and escalating irregularities to management and other regulating units/parties.
• Provide back-up cover for other colleagues absent due to sickness, training, annual leave etc.
• Provide business support during weekends, bank holidays and other times when the Bank would usually be closed in Bahrain but markets are open in other parts of the world.
• Respond to a range of demanding enquiries, clarifying customers and other departments/units understanding of the information being given.
• Undertake duties at a similar or higher level as required.
• Undertake delivery of designated activities in order to provide an effective service to other departments/units in accordance with agreed service standards.
• When required support line management with the implementation of changes in own work area.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries/requests and working internally with different teams to fulfill customer requests.
• Ensure customer satisfaction and provide professional customer support.
• Knowing Bank’s products and services inside out, to be able to answer various customers inquiries.
• Acknowledging customers complaints and working with different parties inside the bank to resolve such complaints in an efficient and timely manner.

Knowledge:

• Basic knowledge and understanding of Debit card, Credit card, ATM schemes, International and Bahrain payment and clearing schemes.
• Excellent understanding of Debit card, Credit card, and ATM products, services, operations, and technology gained from hands on experience in operational roles.
• Good understanding of Transfer, and Clearing products, services, operations, and technology gained from hands on experience in operational roles
• Familiarity with and exposure to Change Management Methodologies.
• Proven experience in IT systems user acceptance testing.
• Oral Communication: Uses clear, concise and jargon-free speech to explain products/services/procedures and resolve problems. Uses effective telephone manner with customer/colleagues.
• Written Communication: Produces written responses to enquiries using appropriate wording. Produces clear and accurate written material.
• Self / Work Organization: Knows how to prioritize tasks and diarize effectively to achieve deadlines. When appropriate co-ordinates and allocates tasks, ensuring full and effective use of resources available.
• Keyboard / Software Applications: Has a thorough understanding of Microsoft Office software including Visio and systems appropriate to the role and can input and extract information to provide a variety of reports.
• Performance Review & Development: Knows and uses methods of collecting objective data to contribute towards the review process.

Experience:

• Experience in Cards and ATM
• Experience in Transfer, and Clearing

Education:

• Bachelors Degree in the following fields Finance, Banking, Accounting, Business or Risk Management is preferred