VACANCY ANNOUNCEMENT

Tirana Bank is the first privately-owned bank in Albania. It was founded in 1996 and since then there has been a great development, spreading its branches throughout Albania. Today, Tirana Bank is well-positioned in the market, offering a wide range of products and services that respond well to the demands of its customers. Tirana Bank has 33 branches in most major cities, and industrial zones and has a large ATM network throughout Albania. Tirana Bank continues to grow and expand while rigorously retaining its philosophy of providing quality products and services by being the front runner in innovative banking solutions in Albania.

BALFIN Group is one of the leading investment groups in the Western Balkans region, embodying international standards with local expertise. Founded in 1993 in Vienna by Samir Mane, today, the Group has a presence in 11 countries, Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, Croatia, the Netherlands, the USA, and Canada. BALFIN, a diversified group active in real estate, wholesale and retail, banking, asset management, tourism, education, and logistics, employs approximately 5,000 people. Total Group’s Assets (including financial institution) is € 2.2 billion, as of 2023 data.

We are seeking to welcome a candidate in the Online Customer Service Officer, (Band 2T), position to join our Cards Department reporting directly to Team Leader of Fraud Management & Customer Support Unit.

Overall Job Definition

The "Online Customer Service Officer" is responsible for performing Remote Customer Service (via telephone). He takes calls from customers answering questions or addressing any concerns customers may have. Their duties include handling incoming and outgoing calls to and from customers, listening to customer needs or concerns, and providing solutions to their problems. It also carries out the risk monitoring process related to card transactions.

Main responsibilities:

Cards Operational / Risk Monitoring:

• Monitors the Cards Fraud Monitoring system alerts during the non-working hours (or in case of working hours when requested by the supervisor);
• Evaluates alerts displayed on Cards Fraud Monitoring system and inform the respective supervisor in case of suspicious transactions have been noticed;
• Contacts the cardholders in case of suspicious transactions and takes the necessary action in case of non confirmed transaction or the client is not answering;
• Reports all the actions that they have taken during the shift related to alerts (transactions that have been confirmed/or not; the client that were not answered, etc);
• Investigates possible BIN ATTACK fraudulent activities to identify the affected merchants and cardholders;
• Blocks temporarily the cards in cases when the client has lost/stolen the debit or credit card;
• Supports cardholders with “Bypass” in cases when they can’t perform 3DS transactions.
• Supports cardholders with debit & credit card PIN reset, in cases when they tried many times with incorrect PIN;
• Supports cardholders with information related to balance inquiries of debit/credit cards accounts;
• Performs on a daily basis the “Start of Day” verification process to synchronize the date & time of core banking system.
• Supports cardholders with provisioning debit and credit cards into Apple Wallet and Google Wallet, ensuring successful tokenization and activation of digital cards.
• Supports cardholders with activation, suspension, deletion and reactivation of payment tokens in Apple Wallet and Google Wallet in cases such as lost/stolen cards, lost/stolen devices, or replacement of cards.
• Identifies issues related to digital wallet provisioning failures, token lifecycle management, and wallet authentication, escalating complex cases to the relevant support teams when required.
• Responsible for strict implementation of the AML regulations and procedures, during the digital onboarding process of clients, according to the relevant procedures;
• Risk monitoring to ensure no suspicious activities go unverified and report any non-compliance with KYC and AML/CFT policies to relevant structures within the bank.

Customer Service:

• Handles a large volume of inbound and outbound phones calls in a timely manner;
• Monitors email requests that come to the email address and supports clients according to the type of the request;
• Reports to the respective departments (IT/Retail) in case of performance problems with the ATM network, e-banking service, or cards transactions;
• Provides information to the Customers regarding the products offered by the Bank (features, terms & conditions, etc);
• Provides customer support for e-banking transactions and functionalities;
• Blocks/Reactivates e-banking users’ contract status;
• Calls back clients to inform them that the reported issue is resolved;
• Calls back clients when the phone line is busy and they were unable to reach Customer Service.
• Supports clients to activate their accounts in cases when the account status is dormant.
• Monitors new requests related to Digital Onboarding (process of opening a bank account online);
• Supports new clients who are facing problems/difficulties opening a bank account online;
• Performs any other duty that is delegated to the employee by the supervisor.

Requirements

• Bachelor’s Degree in Economy or related fields
• Excellent communication skills;
• Good judgment skills;
• Good problem Solving Skills;
• Adaptability & decisiveness;
• Ability to work in a team;
• Ability to work under pressure;
• Very good knowledge of English language written and spoken;
• Excellent knowledge of Microsoft Office package.

Please note that only applicants who fulfill the above-mentioned criteria, will be contacted.

“Your personal data, which is sent voluntary as a response to this job vacancy announcement, are collected and processed, manually and/or electronically, by Tirana Bank SA, in order to evaluate your compatibility with this job vacancy, are accessed only by authorized persons of the Bank and will be stored until the finalization of the candidate selection process.

The subjects of personal data can exercise their rights as provided by Law No. 124/2024, “For the Personal Data Protection”, at Tirana Bank SA, as well as at the Commissioner for the Right of Information and Protection of Personal Data.

Benefits