Banking Operations Analyst

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

•    As part of your role, your responsibilities will include:
•    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 get resolve processing issues.
•    Review training manuals, Product documents and SOP’s 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 competitor’s 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 form financial loss or abuse.
•    Consistently be improving 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.
•    Being able to Trouble shoot issues directly with 3rd party Processors, and internal departments to identify cause and put forward researched solutions suggestions to fix any current issues that might occur and prevent issues from occurring in future.
•    Must 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 on boarding 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 process 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 shift to ensure management and the team is 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.

This position requires trust and honesty 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.

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