E-Banking Support Officer (Card Centre & ATM Monitoring)

A. Production & Inventory Management

• Coordinate procurement of card stock, PIN mailers, envelopes, and other card-related inventory.
• Monitor and track inventory levels, ensuring branch and card centre stock availability.
• Conduct regular stock audits, reconcile discrepancies, and maintain accurate records of all inventory movements.
• Manage replenishment schedules and coordinate with vendors to prevent shortages.

B. Distribution & Logistics

• Oversee sorting, packaging, and secure distribution of cards, PIN mailers, and related materials to branches.
• Coordinate logistics and courier services, tracking deliveries and confirming receipt with branches.
• Support offsite issuance by preparing resources and dispatching equipment as required.

C. Card Issuance & Maintenance

• Process centralized and instant card issuance requests, ensuring accuracy and security.
• Block lost, damaged, or expired cards and perform card upgrades, replacements, and re-issuance.
• Support card personalization projects and ensure smooth coordination with card production partners.

D. Captured & Expired Card Management

• Collect, log, and securely destroy captured and expired cards in compliance with regulatory and PCI DSS standards.
• Maintain complete audit trails and destruction records.

E. ATM Monitoring & Transaction Support

• Monitor ATM network for uptime, availability, incidents, and anomalies, escalating to vendors or internal teams where necessary.
• Investigate and resolve card-related transaction failures and disputes within SLA timelines.
• Provide proactive support to maintain high ATM availability and card transaction success rates.

F. Customer & Branch Support

• Serve as 2nd level support for escalated card and ATM issues from branches or the contact centre.
• Educate and guide branch staff on card issuance processes, security protocols, and inventory management.

G. Compliance & Reporting

• Ensure full compliance with PCI DSS, regulatory requirements, and internal controls.
• Prepare daily, weekly, and monthly reports on card issuance, inventory, ATM monitoring incidents, and dispute resolution.
• Maintain audit-ready documentation for all activities.