Customer Service Officer at I&M Bank

Job Description

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Purpose

The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention.

Primary Responsibilities10

Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications. Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers. Ensuring the completion of all Account opening Documentation and following up on deficiencies Facilitating customers’ access to lockers Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales Responding to all written and oral complaints and enquiries received from customers Handling of internal mail Cross-selling the Bank’s range of products and services to existing and new customers and acquire new active accounts/Business. Ordering of cheque books and cards as per customer specification. Safe custody and management of Cards and cheque books Collection of All service charges as per bank tariff to ensure Nil income leakage.

Person Specifications

Academic Qualifications

Bachelor’s Degree in Business, Banking or related field.

Work Experience

At least one year relevant experience in a similar role in a similar sized organization

Skills & Attributes

Planning & Organizational skills. Analytical skills and attention to detail. Strong oral and written communication skills. Interpersonal skills to manage stakeholders at all levels. Ethics and integrity Excellent judgment and analytical abilities and impeccable integrity. Strong commercial awareness and an ability to connect to business goals