Card Issuing Support Officer

About the role

KCB Bank Uganda is looking for a Card Issuing Support Officer to oversee the complete lifecycle of payment cards, from instant issuance and personalization to renewals, re-issuances and PIN mailers/e-PINs. The role also covers daily reconciliation of card inventory, troubleshooting between the core banking system, card management system and payment switches, and acting as Tier-2 support for branches, contact centers and digital channels.

Key responsibilities

• Oversee the card lifecycle: Instant Issuance, Centralized Personalization, Renewals, Re-issuances and PIN mailers/e-PINs.
• Monitor and manage daily bulk files sent to and received from card personalization vendors and bureaus.
• Ensure dual-control procedures for inventory (unperso/blank plastics, HSM keys, security collateral) and reconcile card inventory, damaged stock and destroyed cards.
• Configure, parameterize and test card BINs, product types, limits, fee structures and expiry rules.
• Troubleshoot errors between the core banking system (CBS), card management system (CMS) and payment switches (Visa, Mastercard, UnionPay or local switches).
• Support UAT for software upgrades, patches and new products, and act as Tier-2 support for card status queries, declines and block/unblock requests.
• Investigate issuance failures, failed print jobs and configuration bugs within SLAs; handle chargebacks, dispute intake and account adjustments.
• Ensure PCI-DSS and card scheme (Visa/Mastercard/Amex/Discover) compliance, maintain PIN security and cryptographic key handling, and assist compliance audits.
• Generate daily, weekly and monthly reports on issuance volumes, failure rates, turnaround times and active base.
• Liaise with vendors (personalization bureaus, couriers, switch providers) to maintain service level agreements.
• Daily tasks include approving and routing instant-issuance and batch-printing files, clearing failed authorizations and PIN resets, reconciling vault inventory, processing first-level blocks and filing initial chargebacks, and reconciling interchange fees and ATM/POS settlements.

Required profile

• Bachelor's degree in Economics, Finance or a business-related course.
• 2 years of total experience, including 1 year in banking and financial services or regulatory exposure and 1 year in card issuing.
• Certified Card Payments Professional.
• Possible: PCI-DSS Specialist or Internal Security Assessor.