Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC. Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking and wealth and investment banking in Nigeria. We offer all our clients a wide range of personal & commercial banking products through over 180 branches spread across every state in Nigeria and our online banking platforms. We offer current, savings, and domiciliary accounts; personal loans, vehicle and asset finance; MasterCard debit cards, Visa credit cards; home loans; internet banking; small and medium scale enterprise (SME) loans and the award-winning *909# MobileMoney. We cater for both individuals and businesses through carefully designed retail and business banking products. We also offer self-service channels powered by sophisticated technology to bring convenient banking to customers. Our clients can also get custodial services through Stanbic Nominees Nigeria Limited, our custody arm and non-pension asset custodian, acting in a nominee capacity for clients’ transactions in securities and other investments. We are a key player in financial inclusion and are poised to take banking to the doorsteps of our customers; taking care of the banking needs of different categories of persons and businesses.
To provide second?level support for resolving customer card?related issues across credit, debit, and prepaid cards. The role interfaces with multiple card systems, payment processors, authorization networks, and internal stakeholders to ensure quick and accurate resolution of card issues.
Essential Functions
- Provide second?level operational and technical support for all card?related issues across channels.
- Handle customer complaints and queries logged via branches, CCC, relationship managers, or digital channels.
- Use multiple card systems; CMS (Credit/Prepaid), Switches, Authorization network tools, Fraud monitoring systems, Dispute/Chargeback platforms
- Execute card lifecycle processes; Statement generation, PIN reissuance (Verve, Visa, USD prepaid), Card renewal, closure, and reactivation, Limit increases or decreases, Direct debit execution for credit cards
- Liaise with payment processors (Network International, Interswitch) to resolve escalated cases.
- Log and resolve cases ensuring closure within SLA.
- Ensure compliance with scheme rules, regulatory policies, and internal operating procedures.
Qualifications
- First degree in IT, Business, Economics, or related field
Experience Required
- 4-6 years’ experience in card operations, digital channels support, or banking operations. Experience with switches, card systems, and payment platforms. Experience working with customers and resolving technical issues
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Developing Expertise
- Documenting Facts
- Embracing Change
- Examining Information
- Exploring Possibilities
- Interacting with People
- Team Working
- Thinking Positively
- Upholding Standards
Technical Competencies:
- Active Listening
- Customer Reception and Channelling
- Difficult Calls Management
- Electronic Communications & Devices
- Query Resolution
- Telephone Caller Handling
- Workflow Management
Method of Application
Signup to view application details.
Signup Now
.png)
