Card Centre Officer- Digital Financial Services at Family Bank Ltd

About the Role

We invite applications from suitably qualified candidates for the position of Card Centre Officer in our Digital Financial Services division. This role is central to driving our card business strategy and managing day-to-day card operations across our branch network.

Key Responsibilities

• Drive uptake and usage of Debit, Credit, Virtual, and Prepaid cards across branches
• Develop and execute card business strategy to grow revenues from Debit, Prepaid, Virtual, and Credit card channels, as well as ATM channels
• Manage customer disputes and queries, handling communications from branches and the Contact Centre via email and phone
• Oversee instant issuance processes through the branch network
• Receive, verify, and manage Debit, Prepaid, and Credit card inventory from card manufacturers
• Manage Debit card stock distribution to branches and ensure receipt acknowledgement
• Liaise with DFS Technical team and instant issuance vendors to resolve printer issues and technical challenges
• Process credit card files with vendors
• Manage key partnerships including Visa, Kenswitch, Mastercard, and Interswitch
• Process staff and customer credit cards and ensure timely credit card recoveries
• Develop strategies for mass issuance of prepaid cards through partnerships such as SACCOs, schools, and alumni associations
• Prepare monthly productivity reports on card usage and status updates for branch management
• Champion card partnerships both internally and with external partners
• Identify and report potential and actual Money Laundering risks, including suspicious card transactions, in accordance with AML policies and procedures
• Ensure 95% transaction migration to digital channels
• Perform additional duties as assigned by the line manager or Head of DFS

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field from a recognized university
• Professional qualifications (as specified by the organization)

Compliance & Standards

• Full compliance with all Bank policies and procedures
• Adherence to Anti-Money Laundering (AML) policies and procedures