Duties⁠ ⁠⁠and⁠ ⁠⁠Responsibilities⁠ ⁠⁠(⁠⁠တာ၀န်⁠ ⁠⁠နှင့်⁠ ⁠⁠၀တ္⁠တရား⁠များ⁠⁠)
• Provide the required assistance and giving comprehensive answers on the inquiries about Digital banking products from the Branch, Call Center, RMs and Customers as a Level 2 support.
• Provide technical guidance and Second line support to Call Center/Branches in order to assist customer queries and complaint.
• Open tickets for system-related iBanking/Mobile Banking issues, follow up on pending tickets, and provide necessary information.
• Follow up on issues reported to IT/Vendor and ensure timely resolution, keeping the customer informed throughout the process.
• Record all customer complaints, technical issues, and service requests accurately.
• Investigate transaction delays, errors, or disputes, and coordinate with relevant departments for resolution.
• Resolve the most common issues such as login issue, application issue, and forgot username/password issues encountered by iBanking customers raised by Call Center/ Branches/RM.
• Support Corporate RMs in addressing corporate concerns and issues.
• Support during system downtime by coordinating with IT or vendor, and verify transactions /sanity checking once the system is up.
• Share system downtime activities plan and incident update from IT, Vendor and Partner to Call Center and related teams.
• Maintain detailed records of customer interactions, inquiries and feedback for service improvement.
• Participate in knowledge sharing sessions to ensure well understanding of the new products functionality.
• Participate in new Projects/Features UAT testing and preparation on other requirements to ensure that all the functionalities and features are work correctly to meet a positive Customer, Merchant and Partner experience.
• Support testing, brainstorming related to system enhancement, new Product or services.
• Maintain strong product knowledge, stay updated with new enhancements, and effectively explain changes to Customers, subordinates, and colleagues.
• Performs all other tasks, duties and responsibilities that may be assigned from time to time.
• Build and maintain good relationships with Vendor, IT, Call center and other related departments to ensure smooth coordination and timely issue resolution.
• Proactive and anticipate customer needs and maintain good customer relationship.
• Prepare daily/weekly/monthly report for related to Operations such as Registration Reports, Transaction Reports, Issue reports, etc. Make sure all monthly reports have been submitted on time and accurately.

Additional⁠ ⁠⁠Assignments⁠ ⁠⁠(⁠⁠if⁠ ⁠⁠applicable⁠⁠)⁠ ⁠⁠အပို⁠ဆောင်း⁠တာဝန်⁠များ⁠ ⁠⁠(⁠⁠ရှိ⁠လျှင်⁠⁠)
• Perform ad hoc duties assigned by Section Head.

Job specification
• Bachelor Degree in Banking, IT, or related field or equivalent qualification with at least 2-3 years of relevant working experience in related area.
• Experience in banking operations, digital banking, or customer support is preferred.
• Knowledge of KYC, compliance, and CBM regulatory requirements.
• Good communication and problem-solving skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Ability to coordinate across multiple departments and external partners.
• Detail-oriented, proactive, and able to work under pressure.
• Ability to multitask, prioritize and manage time effectively.
• Self-motivated with a good capacity to work well with a team and build relationships across departments.