Customer Service Officer-I&M Bank

The role’s main responsibility is to ensure that customer service meets the standards set by the Bank in order to guarantee customer satisfaction and loyalty. This position serves as the initial point of contact for customers, providing information about products and services, as well as handling inquiries, requests, and customer complaints.

Key Responsibilities:

1. Handle transactions that require guidance, such as issuing SWIFT instructions, banker’s cheques, fixed deposits, investment service instructions, and T. Bill purchases.
2. Release trade finance documents like IMPLC/FIBC documents and inform customers for collection.
3. Manage PIN mailers and cards securely.
4. Process STOP payment instructions.
5. Generate audit confirmations, balance certificates, interest certificates, and opinion letters for customers.
6. Print and provide various advisories, including fixed deposit, credit, and debit advisories.
7. Assist customers in accessing lockers.
8. Prepare and submit monthly reports.
9. Coordinate the internal complaint resolution process and communicate outcomes to customers.
10. Address walk-in customer inquiries about account opening and products.
11. Inform and promote the Bank’s array of products and services to existing customers.
12. Ensure completion of all customer documentation.
13. Review customer information entered in the system against provided instructions.
14. Receive instructions for account opening and closing, adhering to rigorous KYC guidelines.
15. Manage the ordering, issuance, and maintenance of chequebooks and banker’s cheques.
16. Respond to all written complaints and inquiries received from customers.

Qualifications:

• Holds a Bachelor’s degree in a Business-related field from a recognized institution.
• Possesses at least 1 year of relevant experience.
• Demonstrates excellent communication and interpersonal skills.
• Exhibits strong problem-solving and decision-making abilities.
• Displays proficient marketing and networking skills.