Customer Service Officer at I&M Bank

Customer Service Officer at I&M Bank – I&M Bank Kenya Job Details

Purpose

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

Primary Responsibilities

• 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 (1) 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.