Assistant Manager, Product Support at I&M Bank

Job Purpose:

• This role is responsible for providing first-line support to customers using digital banking products and services. 
• The officer will troubleshoot technical issues, assist with product inquiries, and ensure a seamless digital banking experience.
• The role involves working closely with the Product Support Lead and other teams to resolve customer issues and improve product functionality.

Key Responsibilities:
Financial:

• Ensure efficient resolution of customer queries to minimize operational disruptions and service costs.
• Adhere to operational guidelines to reduce losses from service failures and customer disputes.
• Identify areas for automation to enhance efficiency in issue resolution.

Customer:

• Provide first-line support for digital banking products, including mobile apps, online banking, and digital services.
• Troubleshoot and resolve customer-reported issues, ensuring timely and effective solutions.
• Assist customers with product inquiries, usage guidance, and feature explanations.
• Conduct regular follow-ups with customers to confirm issue resolution and ensure customer satisfaction.
• Escalate complex issues to the appropriate teams for resolution.

Internal Processes:

• Document and track customer interactions, issues, and resolutions in the support ticketing system.
• Share logs and information with ICT support for technical troubleshooting.
• Conduct routine checks on digital banking solutions to identify and resolve operational anomalies.
• Participate in User Acceptance Testing (UAT) to validate new features and system enhancements before deployment.
• Ensure adherence to internal controls and operational guidelines to minimize risks and service disruptions.

Enablers:

• Work closely with the Product Support Lead and Product Manager to identify recurring issues and recommend improvements.
• Collaborate with ICT, Customer Service, and Compliance to streamline support processes.
• Participate in training sessions to enhance knowledge of digital banking products and customer support best practices.
• Assist in training bank staff on new systems, products, and policy updates.
• Maintain accurate records of all customer interactions and issue resolutions for reporting purposes.
• First-line resolution of customer issues related to digital banking products.
• Tracking and escalating unresolved issues to the appropriate teams.
• Ensuring compliance with SLAs for issue resolution.
• Managing vendor invoices, ensuring accuracy, timely uploading, and approvals.
• Maintaining an updated knowledge base for support processes.

Academic Qualifications:

• Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).

Professional Qualifications / Membership to professional bodies/ Publication:

• Relevant professional certifications in digital banking or IT support will be an added advantage.

Work Experience Required:

• Minimum of 5 years of experience in customer support, preferably in the banking sector.
• Strong knowledge of digital banking products and core banking systems.
• Experience in handling vendor invoices and coordinating approvals.

Competencies:

• Troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in support ticketing systems and CRM software.
• Strong time management and ability to prioritize tasks.
• Customer-centric approach with empathy and patience.