JOB DESCRIPTION Job Title : Mobile App Support Officer, Bill Payment & Value-Added Service JOB PURPOSEThe purpose of this role is to support the Mobile App Channel Manager in driving sales, product uptake and channel utilisation as it relates to Bill Payments & Value-Added Services available on the Mobile App.
JOB CONTEXT The Mobile App Support Officer, Bill Payment & Value-Added Service is responsible for growth of Mobile App Bill Payments and Value-Added Services transaction volume & value, service offerings and revenue for all customers.
This role also deals with pushing sustainable capabilities to create stickiness in the customer lifecycle. The Mobile App Support Officer, Bill Payment & Value-Added Services is expected to play a critical role in : Regularly analyzing the customer portfolio across Consumer Banking with a view to determine Mobile App Bill Payment & Value-Added Services transacting customersEngage customers weekly via SMS, in-App Notifications, WhatsApp messages & other available means to drive Mobile App bill payments & VAS uptake & growth in transaction volume & valueRegularly review revenue generated from Mobile App Bill Payments & VAS and ensure that there are no revenue leakagesTrack Mobile App Bill Payments & VAS transaction approval success rate and ensure that general payment complaints are escalated and resolved immediatelyStakeholder’s management working closely with in-country stakeholders to drive Bill Payment & Value-Added Services adoption and utilisation.
KEY RESPONSIBILITIES Business and Financial performance Drive Mobile App Bill Payment & Value-Added Services customer transaction volume and valueContribute to general Mobile App Revenue through Fees charged on Bill Payment & Value- Added Services Digital Deepening Early Customer Adoption Cycle Process, Control and Operational Performance Promote high ethical and integrity standards, and establish a culture within the bank that establishes and demonstrates to all personnel the importance of controlsUtilize the internal control system in place to minimize operational losses and monitor its adequacy and effectivenessCustomer Excellence Drive customer service excellenceEstablish and sustain a customer-centric business culture, leveraging on technologyEnsure high customer satisfaction as measured and monitored through Customer feedback surveysRisk Management & Governance Identifying, assessing, monitoring, controlling and mitigating risks as it affects clients’ usage of our channels Limit and reduce risk exposures through wide use of controls on digital channels Ensure compliance to regulatory requirements as it concerns customer usage of our digital channels Qualifications Basic knowledge of digital channels, payments, A Bachelor’s Degree or its equivalent is required at the minimum, Strong interpersonal, influencing and communication skills.