Are you passionate about safeguarding digital financial platforms? Are you driven by the need to proactively detect fraud and minimize service interruptions in customer-facing systems? If you possess strong analytical skills, understand banking systems, and are committed to delivering exceptional service, then this opportunity is tailored for you.
We are seeking a dedicated Officer in IT Service Delivery within our ICT Department to take on a crucial role in fraud monitoring and system uptime management across our alternate channels and customer self-service platforms. You will be the first line of defense against suspicious activities, responsible for real-time monitoring, incident reporting, and ensuring swift escalation and resolution of issues affecting digital transactions.
This is an excellent opportunity to join a dynamic team, apply your technical and investigative skills, and contribute significantly to the safety and efficiency of our digital banking operations.
Job Title: Officer, IT Service Delivery (1 Position)
Department: ICT
Band/Level: Officer
Location: Head Office
Contract Type: Fixed-Term Contract
Contract Expiry: May 13, 2025
Job Summary:
The successful candidate will be responsible for monitoring system uptime and detecting fraud in real time across all alternate channels. This includes customer self-service platforms, identifying suspicious transactions, flagging potential fraud, and ensuring issues are escalated and resolved swiftly. The role demands a proactive, service-oriented professional who can maintain system integrity and uphold the user experience.
Key Responsibilities
1. Transaction Monitoring (Alternate Channels Fraud Monitoring) – 100% Focus
- Monitor prepaid cards receiving numerous small equal-value amounts typically linked to online scams.
- Maintain efficient system uptime monitoring of alternate channel applications in line with defined parameters.
- Offer first-level resolution and escalate customer complaints regarding suspicious transactions to relevant stakeholders promptly.
- Flag high-value international money transfer transactions for scrutiny.
- Identify blocked cards attempting to perform unauthorized transactions.
- Monitor for geographic inconsistencies—such as transactions made from different towns or across borders on the same card.
- Detect multiple withdrawals from different locations by the same customer.
- Prepare and submit accurate daily reports on Mfukoni transactions, including any suspicious activities and resolutions provided.
- Conduct proactive first-level root cause analysis for system downtimes and transaction failures, followed by stakeholder engagement for long-term solutions.
- Identify suspicious behaviors such as:
- Accounts receiving funds and transferring them outside the bank after a few days.
- Users logging into the Way4 system outside business hours or before cut-off times.
- Transactions exceeding system-set limits that fail to trigger alerts.
- One account debiting multiple accounts within a short time, or vice versa.
- M-Pesa float debits without corresponding entries on customer accounts.
- High-frequency digital channel activity—such as five transactions in five minutes.
- Surge in activity from previously inactive Mfukoni-linked accounts.
- Repeated Mfukoni transactions from suspicious phone numbers in a short period.
- Customer transactions significantly deviating from their historical patterns.
- Discrepancies between transacting phone numbers on Mfukoni and those registered in Flexcube.
- Ensure all failed card loads are escalated to Card Operations and completed before the close of business.
Key Relationships
Direct Reports to This Position:
- None
Internal Stakeholders:
- IT Department
- Customer Experience Team
- Card & Central Operations
- Remittances Team
- Digital Banking Business Unit
- Branch Staff
Knowledge, Skills, and Experience Required
Job Knowledge:
- Solid understanding of digital banking channels.
- Strong interpersonal and engagement skills.
- Clear and concise communication (written and verbal).
- Team player with collaborative mindset.
- Excellent analytical and data organization skills.
- Proficiency in Microsoft Excel is essential.
- Must possess strong customer service orientation.
Experience:
- At least 1 year of experience in the banking sector.
Education:
- Bachelor’s Degree
- Computer literacy, with a strong focus on Excel.
Competencies Required for the Role
- Adherence to ethical standards and principles.
- Application of technical knowledge and tools.
- Analytical thinking and problem-solving.
- Written communication and documentation.
- Effective planning and organization.
- Clarity in presenting and communicating information.
- Drive for achieving personal and team goals.
Budgetary Responsibilities:
- None
Why Join Us?
- Work at the heart of digital transformation in banking.
- Be part of a forward-thinking team that places customer experience and system security at its core.
- Take advantage of growth opportunities and professional development.
- Gain exposure to a wide range of banking operations and fraud detection technologies.
How to Apply
If you are excited about playing a pivotal role in the safety and uptime of banking platforms and meet the job requirements, we invite you to Apply Now through our official recruitment platform.
Deadline for application: May 13, 2025
