Channel Support Specialist

3 weeks ago

Johannesburg, South Africa Spane4All Full time

Channel Support Specialist - Fixed Term Contract RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact. We are united by proud heritage and strong ethics, and our innovative ideas set us apart. Responsibilities Monitor the performance and stability of client engagement channels, including electronic banking platforms and payment systems. Respond promptly to client inquiries and issues related to channel functionality, providing timely resolutions and expert guidance. Collaborate with internal stakeholders, including technology teams and product managers, to address system enhancements, upgrades and bug fixes. Conduct root cause analysis for incidents and outages, identifying underlying issues and implementing corrective actions to prevent recurrence. Provide support and guidance to clients and internal users on system configurations, security protocols and best practices. Perform system testing and validation for new features, enhancements, and software releases, ensuring integration with existing platforms. Document technical procedures, troubleshooting stems, and resolution guidelines to build a knowledge base and facilitate training for support teams where required. Participate in cross-functional projects and initiatives to improve channel efficiency, enhance user experience and meet regulatory requirements. Stay informed of industry trends, emerging technologies, and regulatory changes impacting channels. Collaborate with vendor partners and third‑party service providers to address technical issues, coordinate upgrades and optimise service delivery. Assist in the implementation and configuration of new channels, ensuring alignment with client requirements and business objectives. Analyse data and metrics across channel performance, identify areas for improvement, and recommend solutions to enhance operational efficiency. Conduct user training sessions and workshops to educate clients and internal stakeholders on channel functionalities, features and best practices. Act as a subject matter expert on channels, providing guidance and support to client service teams and relationship managers. Ensure compliance with internal policies, industry standards and regulatory guidelines governing channels. Qualifications Relevant degree. 4 to 5 years of experience in operations. Benefits and Support Opportunities to network and collaborate. Challenging work. Opportunities to innovate. Job Details Applications will not be accepted on or after 25 October 2025 . All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information on a voluntary basis, and such information will be kept confidential unless disclosure is required by law. To explore opportunities, introduce yourself to our recruiters, and we will get in touch if a role aligns with your skills. For any queries, please log them via the recruitment portal. #J-18808-Ljbffr

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