Assistant Manager, Customer Service - Garissa

ABOUT THE COMPANY

I&M Bank Limited, is a commercial bank in Kenya, the largest economy in the East African Community. It is licensed by the Central Bank of Kenya, the central bank and national banking regulator

JOB SUMMARY

Roles & ResponsibilitiesKey Responsibilities;Ensure Standard Level Agreements (SLA) are maintained within the Branch.Prompt confirmation and verification of all maintenances in the various bank systems so that system handover to ICT at end of day is done in good time.Managing efficient, timely and accurate processing of customer enquiries and complaints.Supervising and directing Front office operations to ensure quick turnaround time on service delivery.Ensure minimal errors in work Items processed through the document Management System (DMS).Management of the complaint register so that any complaints logged in are resolved promptly and closed in Service desk.Ensure cheque book and cards management are ordered and issued to the bonafide clients.Communicating and interacting with Customer service (CS) staff to ensure they understand their responsibilities and optimizing task performance while maintaining a high level of morale.Cross sale bank products and motivate the CS team to meet set targetsEnsure proper KYC on all instructions received by the team to curb fraud.Call Back on all customer instructions processed by the team.Coordinating in-lobby infrastructure quality including cleanliness, availability of stationery, furniture maintenance, notices and posters.Academic Qualifications;Bachelor’s Degree in Business, Banking or related field.Work Experience Required;Over two (2) years’ relevant experience in a similar role in a similar sized organization.Key Skills & Competencies Required;Planning & Organizational skillsAnalytical skills and attention to detailStrong oral and written communication skillsInterpersonal skills to manage stakeholders at all levelsEthics and integrity.Excellent judgment and analytical abilities and impeccable integrity.Strong commercial awareness and an ability to connect to business goals.

REQUIRED SKILLS

Accounting, Office administration, management, Customer service, Accounting IT-systems (use of)

REQUIRED EDUCATION

Bachelor's degree