Customer Service (Centralized Card Operations) at I&M Bank

PURPOSE:

The role is responsible for handling cardholder queries, correspondences and complaints on matters relating to card operations, card dispatch, Courier management and associated service offerings in line with established bank service level standards, procedures and customer service charter.

PRIMARY RESPONSIBILITIES:

• Attend to queries received from cardholders on all matters relating to all card products, account operations and associated service offerings.
• Logging in and tracking of all cardholder received queries and disputes and follow-up with respective stakeholders to ensure the issues reported therein are promptly addressed and appropriate feedback shared with cardholders.
• Face to face meeting with walk-in cardholders to discuss and address matters relating to their account operations and any other service offering.
• Management of all card account maintenance requests regarding static data maintenance and account status management as requested by the cardholder, verified, and approved by the unit supervisor
• Coordinate with respective bank stakeholders to ensure cardholder statements are properly generated on the respective card billing dates and successfully sent to cardholders through email.
• Receipt of cards from the personalization agent, package with associated cardholder stationery and distribution through the bank branch network using the established delivery channels or via bank approved courier.
• Notification and continuous engagement of cardholder to collect their cards and PINs once processed and support the Courier on the dispatch process.
• Engage branches, cardholders and systems support staff to ensure card activations are promptly processed and advised to cardholders within the established TATs
• Reconcile all cards received from the personalization vendor against embossing records as shared by the Card Production unit to ensure all and only bank approved and processed cards are personalized by the vendor.
• Ensure monthly Autopay for all credit card products is run of the stipulated date.
• Daily update of FX rates on card management system.
• Timely escalation of challenges, risks identified to the supervisor.
• And any other role assigned by Supervisor or Senior Manager Card Operations.
• Uphold the bank Imara 2.0 strategy and be a change maker as per the Pamoja narrative.

PERSON SPECIFICATIONS

Academic Qualifications

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

Experience

• 5 Years’ experience in Customer Service position in a financial institution

Generic Competencies

• Good business communication (written and verbal) skills
• Must have a good time management skills
• Should have a good interpersonal skill and be able to interact with all levels of personnel within and outside the Bank.
• Proficiency in the use of computers – Ms Office, relevant banking software.
• Good Problem Solving and analytical skills