Job Purpose:

The Branch Digital Channels Officer is responsible for driving the adoption and sustained usage of the bank’s digital services, including Mobile Banking, Internet Banking, Agency Banking, Merchant Payments, Cards, and International Money Transfers. This role focuses on recruiting, training, supporting, and monitoring customers, agents, and merchants to ensure seamless and efficient use of digital channels. Additionally, the officer will resolve customer issues, promote digital banking solutions, and enhance the overall digital experience at the branch.

Main Responsibilities:

• Recruit and Activate Users: Collaborate with branch staff to onboard and activate customers on Mobile Banking, Internet Banking, and Card Services, ensuring a seamless process to drive adoption.
• Onboard and Activate Merchants/Agents: Recruit and activate Agents and Merchants within the branch’s coverage area as per the set targets.
• Train and Engage Users: Educate bank digital channel users, agents and merchants on how to effectively use digital banking services. Conduct hands-on training sessions, engaging product demos, and regular follow-ups to build their confidence and encourage consistent, active usage.

• Monitor and Support Users: Track activity levels of digital channel users, agents, and merchants to ensure they remain active and compliant. Identify inactive users and implement strategies to re-engage them. Regularly support agents and merchants to ensure smooth transaction processing.
• Resolve Customer Issues: Serve as the first point of contact for digital banking issues at the branch. Assist users with problems like failed transactions, system errors, card issues, or access difficulties. Escalate technical issues to relevant teams and follow up until resolution.
• Ensure Compliance and Reduce Risks: Ensure all digital transactions comply with bank policies, security protocols, and regulatory standards. Educate users on fraud prevention and monitor suspicious activities within the digital ecosystem.
• Promote Digital Banking: Partner with Marketing and Sales teams to run campaigns that raise awareness and drive adoption of digital banking services. Highlight the convenience, speed, and security benefits of digital banking over cash transactions.
• Track and Report Performance: Maintain detailed records of customer adoption rates, agent/merchant activity, transaction volumes, and challenges. Provide weekly and monthly reports to management with insights and recommendations for improving digital banking performance.

Daily Responsibilities:

• Drive Customer Onboarding and Retention: Boost adoption and engagement for Mobile Banking, Internet Banking, Card Services, and Money Transfer Services.
• Onboard and Activate Merchants and Agents: Ensure seamless onboarding, activation, and retention of merchants and agents.
• Provide First-Line Support: Resolve customer, agent, and merchant issues promptly through branch support to enhance satisfaction.
• Train and Support Users: Deliver training, product knowledge, and back-end support to customers, agents, and merchants for smooth operations.

Educational qualifications and work experience:

• Bachelor’s Degree in a Business Related/Computer Science/ IT/ any other related.
• Minimum two (2) years in General Banking Experience, Sales Experience, Digital Channel Sales and Customer Care Experience
• Certification in digital banking and any other related qualifications is an added advantage