Customer Service Agent at I&M Bank

  • Full Time
  • Nairobi

I&M Bank


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.

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