Banking Operations AnalystKick-start your career in the online gaming world and experience the very latest in technology and innovation.The Banking Operations Analyst is responsible for identifying, communicating, and correcting/resolving missing or erroneous deposit transactions as well as resolving customer deposit complaints timeously to improve and uphold a positive customer experience and protect and support revenue growth in the business. The Banking Operations Analyst is also responsible for monitoring processing throughout multiple regions and taking corrective actions should there be interruptions to processing to ensure that we uphold a good customer experience across the Betway Platform.Key Responsibilities:Accurate sourcing of statement data as per the operational requirement.Timeous resolution of escalations/queries based on Company/Team SLA.Accurate and timeous capturing of manual credits to ensure our customers have received the best possible experience within the expected SLA.Investigate and highlight problematic processors/systems affecting transactional processing, escalate and drive resolution by assisting internal Devs and external third parties to resolve processing issues.Review training manuals, Product documents, and SOPs provided and enhance the manuals with new information that can assist the team to enhance their knowledge.Build relationships with Finance, Call Centres, and other internal and external teams to ensure optimal resolution of escalations and quick responses and implementation on development requests or information needed.Communicate changes in process/notifications from processors or banks and any other relevant information regarding Monies In to other departments to ensure knowledge sharing and to enable other teams to be better prepared to manage the customer's experience.Investigate and review competitors' offerings through daily research and query/escalation monitoring and put forward researched suggestions of changes required to improve our offering and ultimately our customers' experience with our brand.Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand from financial loss or abuse.Consistently improve skills and knowledge through self-development and upskilling in all areas.Perform manual reconciliations where necessary.Identify data/statement issues and escalate to appropriate 3rd party or internal departments to have issues resolved.Troubleshoot issues directly with 3rd party processors and internal departments to identify cause and put forward researched solutions to fix any current issues that might occur and prevent issues from occurring in the future.Be aware of current and upcoming sporting events and have insight on events that could contribute to volume spikes in the business.Assist with integration testing and onboarding of new processing providers.Continuously review and evaluate the customer journey and actively take part in improving the customer's experience.Identify and put forward areas for improvement in efficiency around processes or policies through automation, bulk functions, or enhancements to manual processes.Monitor Monies In reports and statistics daily to highlight spikes and alerts to management and 3rd parties to ensure minimal customer negative impact and quick resolutions.Work closely with the Call Centre to monitor volumes whilst investigating possible impacted areas and assist Call Centre management to identify root causes of volume drivers and escalate to relevant responsible teams to take quick action.Include detailed analysis of shifts in handovers outlining the volume drivers and important information or actions taken during shifts to ensure management and the team are always up to date and able to take follow-up actions post shifts.Effectively communicate findings concerning processing issues to relevant stakeholders with informative and detailed supporting analysis of the issues being experienced so stakeholders can make informed decisions and take relevant actions.Skills & Experience Required:Intermediate/Advanced Excel Skills.A good functional understanding of transactional processing via Mobile money, Cards, E-cash/E-Wallet, Internet Banking, and voucher purchases.Technical understanding of data sources, analyzing data, and reporting.Strong ability to identify trends in processing through detailed analysis.Strong reconciliation/auditing of statements experience is essential.Having a BCom or working towards a BCom is preferable.Innovative and solution-driven.Deadline-driven and good time management.Adapt well to change.Strong sense of accountability and responsibility.Self-development driven.Ability to work under pressure.Ability to work alone and within a team.Strong attention to detail.Strong team player.Strong written and oral communication.Must have own reliable transport.Must be willing to work in a shift-based role with some shifts falling on weekends and public holidays as required by the business.Knowledge/exposure to financial product development/implementation would be an advantage.*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment.This position requires trust and honesty as it has access to customers' financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner and solely for the purposes of verification.Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play, and grow!
#J-18808-Ljbffr
