Digital Channels Officer

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 36 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 most successful investment groups in the Western Balkans. Established in 1993, the Group today operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada, and the United States of America. Its diversified portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, logistics, education, and entertainment. With a workforce of approximately 5,500 professionals, BALFIN Group continues to grow steadily, guided by strong business ethics, financial stability, innovation, and a long-term commitment to community impact through Mane Foundation.

We are seeking to welcome a candidate in Digital Channels Officer,

(Band 4T)

position to join our Electronic Channels Department reporting to the Team Leader of Digital Unit .

Overall Job Definition

The Digital Channels Officer is responsible for supporting 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:

1. Branch and Business Support

· Acts as first-level support for branches/contact center regarding TiBank access and operational issues.

· Provides full support to branches related to:

· Preparation of documentation for new corporate e-banking customers

· Changes to access rights for registered corporate representatives

· Verification of transactions in case of technical issues

2. 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 that existing functionalities are not impacted.

· Ensures the correct functioning of TiBank services following updates or issue resolution.

3. Monitoring and Operational Control

· Monitors that all Digital Channels are operating properly and report 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.

4. 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.

5. Reporting and Analysis

· Provides statistical and operational information related to TiBank.

· Reports to the Team Leader on a weekly basis regarding pending tasks, issues, and system performance

6. Collaboration and Functional Input

Collaborate with business units, IT, and other departments when required.

· Provides operational feedback on existing functionalities and potential improvements when requested.

Supports development teams with functional insights, without direct involvement in system development.

7. General

Responsible for reporting, tracking, and validating resolution of bugs and system issues.

· Ensures reliable operation of TiBank services.

Perform assigned tasks in accordance with internal procedures and regulatory requirements.

· Any other duties that will be assigned to the employee by the supervisor.

Requirements

Competencies / Skills:

· University degree in Economic or Business Informatics is required

· At least 1 year experience in a similar position

· Very good knowledge and understanding of electronic banking products and services

· Very good communication skills

· Enthusiastic, systematic, detailed and results-oriented

· Computer literacy and very good knowledge of the English language written and spoken.

The interested candidates can send their CV until October 28 th 2026.

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

https://www.tiranabank.al/karriera/puno-me-ne