Customer Service Officer Job in Kenya - I&M Bank

Customer Service Officer 

The role is responsible to
ensure the customer service delivery levels are as per the Bank’s prescribed
standard to ensure customer satisfaction and retention. The customer service
role is the first point of contact for customers where product and service
information is provided and where enquiries, requests and customer complaints
are first handled.

Responsibilities

• Receive instructions transactions that require guidance such
  as giving SWIFT instructions, bankers cheque, fixed deposits, investment
  services instructions, T. Bill purchase.


• Release trade finance documents such as IMPLC,/FIBC documents
  and advise customers for collection.


• Custodian of PIN mailers and cards.


• Process STOP payment instructions.


• Prepare audit confirmations, certificate of balance, interest
  certificate and opinion letters for customers.


• Print and issue various advices such as fixed deposit, credit
  and debit advices.
  
  
  


• Facilitate customers’ access to lockers.


• Prepare and submit monthly reports.


• Coordinate the complaint resolution process internally and
  communicating the resolution to customers.


• Attend to walk-in customers enquiries on account opening and
  products.


• Inform and cross-sell the Bank’s range of products and
  services to existing customers.


• Ensure the completion of all customer documentation.


• Review customer information entered in the system against
  customer instructions.


• Receive instructions on account opening and closing adhering
  to strict KYC guidelines.


• Order, issue and maintain cheque books and bankers cheques.


• Answer all written complaints and enquiries received from
  customers.

Qualifications

• Bachelor’s degree in a Business related field from a
  recognized institution.


• At least 1 year relevant experience.


• Excellent communication and interpersonal skills.


• Excellent problem solving and decision making skills.


• Strong marketing and networking skills.

How to Apply

If you believe you meet
the above requirements log onto our www.imbankgroup.com/ke and click on careers
and apply for the position. Your application should reach us as soon as
possible but not later than 21st
July 2023.