Channel Support Specialist-1 - Johannesburg, South Africa - FirstRand

FirstRand

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Job Description

To perform troubleshoot in of channel (i.e., banking platforms, payment systems and trade finance portals) engagement challenges experienced by clients by providing client support and advice, and to collaborate with internal teams to optimise channel performance and client experience.

Monitor the performance and stability of client engagement channels, including electronic banking platforms and payment systems.
Respond promptly to client inquiries and issues/challenges related to channel functionality, providing timely resolutions and expert guidance.
Collaborate with internal stakeholders, including technology teams and product managers, to address system enhancements, upgrades and bug fixes.
Conduct root cause analysis for incidents and outages, identifying underlying issues and implementing corrective actions to prevent recurrence.
Provide support and guidance to clients and internal users on system configurations, security protocols and best practices.
Perform system testing and validation for new features, enhancements, and software releases, ensuring integration with existing platforms.
Document technical procedures, troubleshooting stems, and resolution guidelines to build a knowledge base and facilitate training for support teams where required.
Participate in crossfunctional projects and initiatives to improve channel efficiency, enhance user experience and meet regulatory requirements.
Stay informed of industry trends, emerging technologies, and regulatory changes impacting channels.
Collaborate with vendor partners and thirdparty service providers to address technical issues, coordinate upgrades and optimise service delivery.
Assist in the implementation and configuration of new channels, ensuring alignment with client requirements and business objectives.
Analyse data and metrics across channel performance, identify areas for improvement, and recommend solutions to enhance operational efficiency.
Conduct user training sessions and workshops to educate clients and internal stakeholders on channel functionalities, features and best practices.
Ensure compliance with internal policies, industry standards and regulatory guidelines governing channels.