Senior Digital Support Officer

Senior Digital Support Officer

National Banking Corporation Limited (NBCL)

National Banking Corporation Limited (NBCL) is seeking a highly motivated and results-oriented Senior Digital Support Officer to join our Retail Banking team based at our Head Office.

This is an exciting opportunity to play a critical role in supporting and enhancing NBCL's growing digital payment ecosystem, ensuring customers and merchants receive reliable, secure, and efficient digital banking services.

About the Role

Reporting to the Manager Digital Payments, the Senior Digital Support Officer is responsible for the coordination, administration, monitoring, and operational oversight of NBCL's Digital Payment Channels. The role serves as the key escalation point for complex customer, merchant, and system-related issues while providing leadership, guidance, and support to Digital Support Officers and key stakeholders across the Bank.

The successful candidate will contribute to the continued growth and success of NBCL's digital banking services, including:

• Online Banking
• Corporate Internet Banking
• EFTPOS Services
• E-Commerce Solutions
• WhatsApp Banking
• Other Digital Payment Platforms

Key Responsibilities

Digital Payment Operations & Service Delivery

• Coordinate daily operational activities across all digital payment channels.
• Oversee customer and merchant onboarding activities to ensure timely and accurate processing.
• Review and approve digital channel administration requests within delegated authority.
• Coordinate EFTPOS deployment, maintenance, replacement, and support activities.
• Identify opportunities to improve operational efficiency and customer experience.
• Support the implementation and rollout of new digital payment products and services.

Technical Support & Incident Management

• Serve as the second-level escalation point for complex customer and merchant issues.
• Investigate and resolve advanced Online Banking, EFTPOS, and E-Commerce issues.
• Liaise with internal IT teams, vendors, payment partners, and service providers to resolve incidents.
• Coordinate service restoration activities and ensure minimal disruption to customers.

Monitoring, Reporting & Analytics

• Monitor channel performance, service availability, and transaction trends.
• Analyse customer activity, merchant performance, and operational metrics.
• Prepare management reports, dashboards, and business performance insights.
• Recommend improvements that enhance service delivery, customer adoption, and operational effectiveness.

Risk, Compliance & Controls

• Perform reconciliations and operational control activities.
• Monitor suspicious activity and escalate potential fraud incidents.
• Ensure compliance with regulatory requirements, AML/CFT obligations, card scheme rules, and internal policies.
• Support internal audits, compliance reviews, and risk assessments.

Stakeholder & Relationship Management

• Provide guidance and operational support to branches, the Contact Centre, and Digital Support Officers.
• Build and maintain strong relationships with merchants, vendors, and key business partners.
• Deliver training and awareness sessions to internal and external stakeholders.
• Support customer retention and merchant growth initiatives.

What We're Looking For

Qualifications

• Bachelor's Degree in Banking, Business, Finance, Commerce, Information Technology, or a related discipline.

Experience

• Minimum 3 to 5 years' experience in Digital Payments, Electronic Banking, Merchant Services, Transaction Banking, Banking Operations, or a related field.
• Demonstrated experience supporting EFTPOS, E-Commerce, Online Banking, or digital payment platforms.
• Experience in operational monitoring, reporting, reconciliations, and risk management.
• Working knowledge of core banking systems and EFTPOS terminal management systems.
• Experience providing leadership, coaching, or mentoring to team members will be highly regarded.

Technical Skills & Competencies

• Strong understanding of digital payment channels and banking systems.
• Sound knowledge of EFTPOS, Merchant Services, E-Commerce, and Online Banking platforms.
• Ability to investigate and resolve complex operational and technical issues.
• Strong analytical, reporting, and problem-solving skills.
• Advanced Microsoft Excel and reporting capabilities.
• Excellent stakeholder engagement and relationship management skills.
• Strong decision-making ability with a proactive approach to service delivery.

Personal Attributes

• High attention to detail and accuracy.
• Strong organisational and time-management skills.
• Customer-focused and results-driven.
• Strong risk and control mindset.
• Ability to perform effectively under pressure and manage competing priorities.
• Positive, adaptable, and solution-oriented approach.