Senior Officer – Issuing at Equity Bank Tanzania

The job holder will be mainly responsible in overseeing and managing the issuance of credit, debit, prepaid and other types of payment cards for a financial institution. This role involves ensuring compliance with security and regulatory standards, coordinating with various departments, and providing excellent customer service.

MAIN DUTIES AND RESPONSIBILITIES:

• Oversee the end-to-end process of card issuance, including card production, personalization, and distribution.
• Implement and adhere to security protocols to protect cardholder data and prevent fraud.
• Ensure compliance with regulatory requirements, such as Payment Card Industry Data Security Standard (PCI DSS) and other relevant laws.
• Conduct regular audits and risk assessments to identify and mitigate potential security threats.
• Address customer inquiries and issues related to card issuance, such as lost or stolen cards stoppage.
• Provide support and guidance to customers on the use and features of their cards.
• Work closely with other departments, such as IT, customer service, and compliance, to ensure smooth card issuance operations.
• Liaise with external vendors on card manufacturers (stock management).
• Monitor and report on key performance indicators (KPIs) related to card issuance, such as error rates, and customer satisfaction.
• Continuously evaluate and improve card issuance processes to enhance efficiency and customer experience.
• Stay updated with industry trends and technological advancements in payment cards and security.
• Perform any other responsibilities as may be assigned by Immediate Supervisor.

KNOWLEDGE, SKILLS, QUALIFICATIONS AND EXPERIENCE:

Knowledge

• Strong knowledge of card issuance processes and security standards.
• Excellent Organisation and multitasking abilities.
• Strong communication and customer service skills.
• Attention to detail and a commitment to accuracy.
• Familiarity with relevant software and systems used in card issuance and management.
• Ability to work under pressure and meet deadlines.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Relationship management with all the employees and key decision makers.
• The role requires customer focused person, committed and keen business acumen.
• Computer proficiency.

Skills

• Effective listening skills.
• Good communication skills.
• Problem solving skills.
• Personal integrity with a high regard to maintain strict confidentiality.
• Excellent in time management.

Qualifications

• Bachelor degree in Information Technology, or any business related field.

Work Experience

• At least 2 years of relevant working experience in the Banking sector.