Digital Support Officer

Position Goal:

The Digital Support Officer is responsible for providing day-to-day operational and administrative support for National Banking Corporation's Digital Payment Channels. The role supports customer and merchant onboarding, digital channel administration, EFTPOS deployment and maintenance, issue resolution, customer support, reporting, and operational monitoring.

The position serves as the first point of contact for digital payment enquiries and is responsible for ensuring customers, merchants, branches, and internal stakeholders receive timely and effective support while contributing to customer adoption and growth of NBC's digital payment services.

Key Result Areas

1. Customer & Merchant Onboarding

· Process customer and merchant applications for Online Banking, EFTPOS, E-Commerce, and digital payment services.

· Verify documentation and complete onboarding activities accurately and within service standards.

· Support merchant activation and customer setup processes.

· Maintain accurate records of customers and merchants.

2. EFTPOS Deployment & Support

· Configure, test, deploy, and replace EFTPOS terminals.

· Perform software updates, parameter downloads, troubleshooting, and maintenance activities.

· Assist merchants with terminal usage and training.

· Maintain terminal inventory records and asset registers.

3. Digital Channel Administration

· Create, amend, suspend, reactivate, and remove user access.

· Perform routine system administration activities.

· Process customer requests and maintain records.

· Assist with routine operational monitoring and checks.

4. Customer Support

· Respond to enquiries from customers, merchants, branches, and Contact Centre staff.

· Investigate and resolve first-level operational issues.

· Escalate unresolved matters in accordance with procedures.

· Deliver a positive customer experience through prompt service delivery.

5. Reporting, Monitoring & Compliance

· Assist with reconciliations, reporting, and monitoring activities.

· Escalate suspicious activities, fraud concerns, and operational incidents.

· Ensure compliance with policies, procedures, and regulatory requirements.

· Support audits and compliance reviews when required.

Quantitative Data

Service Metrics

• Maintain a 90%+ resolution rate within agreed service levels.
• Resolve at least 80% of enquiries at first point of contact.
• Achieve reporting accuracy of 99% or higher.
• Complete assigned operational activities with 100% compliance.

Onboarding Metrics

• Business Internet Banking applications processed within 24 hours.
• EFTPOS onboarding completed within 3 business days.
• E-Commerce onboarding completed within 3 business days.

Growth Metrics

• Support annual customer acquisition and merchant growth targets.
• Contribute to annual growth in digital payment users.
• Support the successful deployment of EFTPOS terminals and merchant activations.