Job
To facilitate customer bill-information inquiries and bill-payment transactions through Azizi Bank’s approved POS devices, ensuring accurate transaction processing, proper customer verification, compliance with the Bank’s procedures, effective customer service, and timely reporting of operational issues. The position is responsible for assisting customers with bill payments, retrieving and verifying bill information, processing transactions through the approved payment channels, issuing transaction receipts, and escalating failed, declined, or uncertain transactions to the relevant supervisor or support team. . Required Qualifications and Experience Minimum educational qualification: High school certificate; additional education in business, banking, finance, accounting, or having diploma, CIT, DIT and BCS an advantage. Previous experience in banking, agent banking, POS operations, bill collection, payment services, cash handling, or customer service is preferred. Basic computer and digital-device operating skills. Ability to read and accurately enter bill numbers, transaction references, and amounts. Key Responsibilities A. POS Device Operations and Bill Payments Operate the assigned POS device and access the approved application using authorized credentials. Accurately enter the bill number or scan the bill barcode, as supported by the device. Verify the displayed bill details with the customer’s bill before proceeding, including the biller, bill reference, and payable amount where displayed. Kindly Apply through jobs.af ATS ,and all the CV's should be submitted on Thursday before 10:00AM.
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To facilitate customer bill-information inquiries and bill-payment transactions through Azizi Bank’s approved POS devices, ensuring accurate transaction processing, proper customer verification, compliance with the Bank’s procedures, effective customer service, and timely reporting of operational issues. The position is responsible for assisting customers with bill payments, retrieving and verifying bill information, processing transactions through the approved payment channels, issuing transaction receipts, and escalating failed, declined, or uncertain transactions to the relevant supervisor or support team.
Minimum educational qualification: High school certificate; additional education in business, banking, finance, accounting, or having diploma, CIT, DIT and BCS an advantage.
Previous experience in banking, agent banking, POS operations, bill collection, payment services, cash handling, or customer service is preferred.
Basic computer and digital-device operating skills.
Ability to read and accurately enter bill numbers, transaction references, and amounts.
Good communication and customer-handling skills.
Fluency in the local languages required for the assigned service area; Dari and/or Pashto proficiency is essential according to the location.
Willingness to work in the field and visit assigned agent outlets or service locations, where applicable.
Digital Banking Knowledge: Basic knowledge of digital banking services, including ATMs, debit and prepaid cards, MasterCard services, and mobile wallets, with the ability to guide customers on their use.
POS device operation and basic troubleshooting.
Understanding of successful, declined, failed, and timed-out transactions.
Accuracy, attention to detail, and procedural discipline.
Customer service and complaint handling.
Confidentiality, information security, and fraud awareness.
Basic transaction recordkeeping and reporting.
Communication, teamwork, accountability, and timely escalation.
Operate the assigned POS device and access the approved application using authorized credentials.
Accurately enter the bill number or scan the bill barcode, as supported by the device.
Verify the displayed bill details with the customer’s bill before proceeding, including the biller, bill reference, and payable amount where displayed.
Proceed with the payment only after confirming the bill information with the customer.
Customer shall Enter the card PIN only when required by the POS workflow and ensure that the customer’s PIN remains confidential.
Review the final transaction response displayed by the POS device.
Provide the printed receipt to the customer for successfully completed transactions and keep one receipt with itself
Monitor the status of each bill-payment transaction and ensure that the final response is checked before closing the customer interaction.
Distinguish between an explicit transaction failure and a timeout or missing response.
For a transaction returning an explicit APS failure, follow the Bank’s approved reversal procedure and applicable transaction rules.
For a timeout, missing acknowledgement, or uncertain transaction status, mark or report the transaction as suspect in accordance with the approved procedure.
Report cases involving possible customer debit, missing confirmation, duplicate payment, incorrect bill information, or receipt discrepancies to the designated supervisor or support team.
Cooperate with the Operations, ADC, IT, and other authorized teams during investigation and reconciliation.
Maintain transaction references, dates, amounts, POS identifiers, response messages, and other relevant details required for investigation.
Explain the bill-payment process to customers in a clear and professional manner.
Assist customers in identifying the correct biller, entering bill references, and understanding the information displayed on the POS device.
Confirm the bill details with the customer before submitting the payment.
Provide the customer with the transaction receipt and explain its importance for future inquiries.
Handle customer complaints professionally and refer unresolved matters to the appropriate support channel.
Protect customer information and maintain confidentiality throughout the transaction.
Refrain from requesting, recording, disclosing, or retaining customer PINs or other confidential authentication information.
Keep the assigned POS device, accessories, and any authorized supporting equipment secure and in good working condition.
Ensure the device is charged, connected, and ready for authorized transactions.
Protect device credentials and prevent unauthorized individuals from accessing the POS application.
Report device malfunction, application errors, connectivity issues, suspected tampering, loss, theft, or unauthorized access immediately.
Use the POS device exclusively for approved Bank services and authorized transactions.
Follow the Bank’s information security, customer confidentiality, and device-handling requirements.
Maintain custody of the assigned device and complete handover or return procedures when required.
Comply with the Bank’s approved POS operating procedures, bill-payment instructions, customer service standards, and applicable internal controls.
Follow applicable Know Your Customer (KYC), Anti-Money Laundering (AML), counter-fraud, and other compliance requirements relevant to the assigned duties.
Never bypass system controls, share credentials, falsify transaction records, or make unauthorized adjustments.
Immediately report suspected misconduct, fraud, security breaches, or violations of Bank procedures.
Kindly Apply through jobs.af ATS ,and all the CV's should be submitted on Thursday before 10:00AM.
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