E-Channels Associate

The e-Channels Officer is responsible for providing operational, technical, and business support for alternate delivery channels, with a primary focus on Chatbanking and digital banking services. The role supports day-to-day channel operations, customer and staff inquiries, service performance monitoring, issue resolution, stakeholder coordination, requirements documentation, testing, and post-implementation validation. This role also contributes to improving customer experience, enhancing self-service adoption, maintaining approved content and customer communication, and ensuring compliance with internal policies, regulatory requirements, governance standards, and audit expectations.

Responsibilities

• Review unanswered Chatbanking bot queries, analyze recurring service gaps, and coordinate with relevant stakeholders to update bot responses, FAQs, scripts, and customer journeys.
• Manage and support the daily business operations of the Chatbanking channel, ensuring service continuity, accuracy, and timely resolution of reported issues.
• Coordinate with ITD, DTS, Operations, Call Center, Compliance, Sharia, Legal, Marketing, and other stakeholders for Chatbanking requirements, enhancements, approvals, and issue resolution.
• Review, validate, document, and follow up on business requirements for new Chatbanking services, customer journeys, enhancements, and process improvements.
• Monitor Chatbanking usage, service performance, availability, customer feedback, and incident trends, and provide regular updates to management and stakeholders.
• Ensure Chatbanking content, customer communications, and service flows are reviewed, approved, documented, and maintained in line with internal policies, regulatory requirements, governance standards, and audit expectations.
• Respond to customer complaints and service inquiries escalated by internal units, ensuring timely investigation, coordination, and closure.
• Raise helpdesk tickets for production incidents, service disruptions, and customer-impacting issues identified across digital channels.
• Follow up and monitor all tickets, requests, incidents, and enhancement items submitted to ITD and relevant support teams until closure.
• Verify, test, and schedule push notification, SMS, and customer communication campaigns in coordination with the relevant stakeholders.
• Prepare reports, dashboards, and management updates covering Chatbanking usage, service performance, customer issues, enhancements, and closure status.
• Identify opportunities to improve customer experience, increase automation, enhance self-service adoption, and reduce operational dependency through Chatbanking.

Requirements

• Minimum 2–4 years of experience in digital banking, e-Channels, Chatbanking, customer service operations, business support, or related banking operations.
• Strong understanding of digital banking channels, Chatbanking services, customer journeys, and self-service adoption.
• Good knowledge of business requirement gathering documentation, stakeholder coordination, and approval management.
• Customer-focused mindset with strong analytical, investigation, and problem-solving capabilities.
• Ability to coordinate with multiple internal and external stakeholders and follow up on actions until closure.
• Knowledge of compliance, audit, governance, and regulatory requirements related to digital banking channels and customer communications.
• Strong communication, reporting, documentation, presentation, and management update skills.
• Ability to support UAT, live testing, post-implementation validation, incident tracking, and service performance monitoring.

Note
This job description outlines the primary responsibilities of the role. Additional duties may be assigned as required by business priorities, provided they remain aligned with the role purpose and operational requirements.