Tirana Bank is the first privately-owned bank in Albania. Founded in 1996, it has grown steadily and today holds a strong market position, offering a wide range of products and services through 36 branches across major cities and industrial zones, plus a large ATM network nationwide. Tirana Bank continues to expand while retaining its philosophy of quality products and services, leading the way in innovative banking solutions in Albania.
BALFIN Group is one of the most successful investment groups in the Western Balkans. Established in 1993, it operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada and the United States. Its diversified portfolio spans banking, real estate development, wholesale and retail, asset management, tourism, logistics, education and entertainment, with approximately 5,500 professionals.
We are seeking a candidate for the Digital Channels Officer position to join our Electronic Channels Department, reporting to the Team Leader of the Digital Unit.
Overall job definition
The Digital Channels Officer supports the day-to-day operation of TiBank services, with a primary focus on corporate e-banking access management, issue handling, coordination with internal IT and external providers, and testing of system fixes and releases. The role acts as first-level support for branches and ensures the stability, accuracy and proper functioning of digital banking services.
Main responsibilities
Branch and business support
Acts as first-level support for branches and the contact center regarding TiBank access and operational issues
Supports branches with documentation for new corporate e-banking customers, changes to access rights for registered corporate representatives, and verification of transactions in case of technical issues
Issue management and provider coordination
Identifies, analyzes and reproduces reported issues before escalation to IT Division or external providers
Reports issues through the Provider Support Portal and ensures proper documentation
Tracks and follows up all reported issues until resolution
Validates fixes once implemented and confirms proper system behavior
Performs functional testing of TiBank in case of bug fixes or configuration changes
Executes test scenarios and validates system behavior before and after fixes
Performs regression testing after system releases to ensure existing functionalities are not impacted
Monitoring and operational control
Monitors that all Digital Channels operate properly and reports technical problems to the IT Division
Investigates transaction imbalances originating from Digital Channels (TiBank)
Ensures service continuity and timely escalation of critical issues
Ensures accuracy and compliance in granting and modifying corporate e-banking access rights
Procedures, training and documentation
Evaluates the need for procedures and internal instructions related to Admin system usage
Provides training to staff in new branches regarding Admin system functions and procedures
Contributes to improving internal processes based on operational experience
Reporting and analysis
Provides statistical and operational information related to TiBank
Reports weekly to the Team Leader on pending tasks, issues and system performance
Collaboration and functional input
Collaborates with business units, IT and other departments when required
Provides operational feedback on existing functionalities and potential improvements
Supports development teams with functional insights, without direct involvement in system development
General
Responsible for reporting, tracking and validating resolution of bugs and system issues
Ensures reliable operation of TiBank services
Performs assigned tasks in accordance with internal procedures and regulatory requirements
Any other duties assigned by the supervisor
Requirements
University degree in Economics or Business Informatics
At least 1 year of experience in a similar position
Very good knowledge and understanding of electronic banking products and services
Very good communication skills
Enthusiastic, systematic, detail-oriented and results-driven
Computer literacy and very good written and spoken English
VACANCY ANNOUNCEMENT
Digital Channels Officer (Band 4T)
Tirana Bank is the first privately-owned bank in Albania. Founded in 1996, it has grown steadily and today holds a strong market position, offering a wide range of products and services through 36 branches across major cities and industrial zones, plus a large ATM network nationwide. Tirana Bank continues to expand while retaining its philosophy of quality products and services, leading the way in innovative banking solutions in Albania.
BALFIN Group is one of the most successful investment groups in the Western Balkans. Established in 1993, it operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada and the United States. Its diversified portfolio spans banking, real estate development, wholesale and retail, asset management, tourism, logistics, education and entertainment, with approximately 5,500 professionals.
We are seeking a candidate for the Digital Channels Officer position to join our Electronic Channels Department, reporting to the Team Leader of the Digital Unit.
Overall job definition
The Digital Channels Officer supports the day-to-day operation of TiBank services, with a primary focus on corporate e-banking access management, issue handling, coordination with internal IT and external providers, and testing of system fixes and releases. The role acts as first-level support for branches and ensures the stability, accuracy and proper functioning of digital banking services.
Main responsibilities
Branch and business support
Acts as first-level support for branches and the contact center regarding TiBank access and operational issues
Supports branches with documentation for new corporate e-banking customers, changes to access rights for registered corporate representatives, and verification of transactions in case of technical issues
Issue management and provider coordination
Identifies, analyzes and reproduces reported issues before escalation to IT Division or external providers
Reports issues through the Provider Support Portal and ensures proper documentation
Tracks and follows up all reported issues until resolution
Validates fixes once implemented and confirms proper system behavior
Performs functional testing of TiBank in case of bug fixes or configuration changes
Executes test scenarios and validates system behavior before and after fixes
Performs regression testing after system releases to ensure existing functionalities are not impacted
Monitoring and operational control
Monitors that all Digital Channels operate properly and reports technical problems to the IT Division
Investigates transaction imbalances originating from Digital Channels (TiBank)
Ensures service continuity and timely escalation of critical issues
Ensures accuracy and compliance in granting and modifying corporate e-banking access rights
Procedures, training and documentation
Evaluates the need for procedures and internal instructions related to Admin system usage
Provides training to staff in new branches regarding Admin system functions and procedures
Contributes to improving internal processes based on operational experience
Reporting and analysis
Provides statistical and operational information related to TiBank
Reports weekly to the Team Leader on pending tasks, issues and system performance
Collaboration and functional input
Collaborates with business units, IT and other departments when required
Provides operational feedback on existing functionalities and potential improvements
Supports development teams with functional insights, without direct involvement in system development
General
Responsible for reporting, tracking and validating resolution of bugs and system issues
Ensures reliable operation of TiBank services
Performs assigned tasks in accordance with internal procedures and regulatory requirements
Any other duties assigned by the supervisor
Requirements
University degree in Economics or Business Informatics
At least 1 year of experience in a similar position
Very good knowledge and understanding of electronic banking products and services
Very good communication skills
Enthusiastic, systematic, detail-oriented and results-driven
Computer literacy and very good written and spoken English
