Description
The Supervisor, Card Experience is responsible for overseeing day-to-day card related customer support and operations, ensuring seamless delivery of debit, credit and prepaid card services.
The role focuses on service quality, regulatory compliance, issue resolution, and continuous improvement of card holder experience across channels.
The Supervisor will oversee the daily operations of the Card Experience Consultants, ensuring efficient and effective handling of card enquiries, transactions, and complaints.
Key Responsibilities
Supervise Card Experience Consultants handling card-related requests and complaints.
Track recurring card issues and recommend process or system improvements.
Monitor call quality, process adherence, and resolution accuracy.
Ensure compliance with the achievement of daily and weekly targets by the Card Experience team members.
Ensure achievements of KPIs such as AHT, FCR, and CSAT.
Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
Supervise balance transfer, limit adjustment, contract closure, reactivation request, generate specialized reports etc. for Credit and Prepaid cards.
Qualifications
Bachelor's degree in business, Finance, Economics or a related field.
Experience Required:
4 - 7 years' work experience, preferably in Bank or Fintech.
Strong hands-on experience with card operations, customer experience, or contact center roles within a Bank or Fintech
Prior supervisory or team-lead experience is an advantage.
Additional Information:
Behavioural Competencies:
Adopting Practical Approaches
Articulating Information
Challenging Ideas
Convincing People
Exploring Possibilities
Following Procedures
Interacting with People
Making Decisions
Meeting Timescales
Producing Output
Showing Composure
Understanding People
Technical Competencies:
Active Listening
Difficult Calls Management
Electronic Communications & Devices
Inbound Phone Statistics
Query Resolution
Telephone Caller Handling