Customer Service Associate - Ruiru at I&M Bank

Job Purpose

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

Key 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

Job Specifications

Academic Qualifications

• Bachelor’s degree in business, Banking or related field

Competencies:

• 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