Officer Mobile Banking at I&M Bank

PURPOSE:

• Offer Mobile banking support to both the internal and external customers as well as help with the system testing to ensure it does perform as expectations.

PRIMARY RESPONSIBILITIES:

• Provide timely and reliable support to all Business Development Units to ensure delivery of excellent services to all Bank customers. This includes but is not limited to;
• Input of all mobile banking maintenances.
• Troubleshoot all mobile banking errors and issues and provide solution to customers.
• Ensure all mobile banking complaints and queries are attended to within agreed SLA.
• Ensure all mobile transactions are processed within agreed SLA.
• Offer in house training to teams to equip them well to be competent to handle customers and serve them.
• Ensure all offline customer requests initiated from mobile are acted upon within SLA.
• Timely handling of customer queries and enquiries.
• Prepare statistics and any other reports requested for mobile banking.
• Ensure no income leakage from mobile banking product
• Participate in mobile banking projects for both corporate and retail product with respect to:
• Product Testing
• Product go-live support
• Customer and staff training
• Participate review/drafting of Mobile banking Procedure Manuals and RCSAs to ensure they remain relevant.

KEY PERFORMANCE INDICATORS

• No complaints beyond SLA
• No long outstanding unreconciled entries

PERSON SPECIFICATIONS

• Academic Qualifications
• Bachelor’s degree in business management or equivalent 

Experience

• Professional work ethics and good interpersonal skills; Being able to work collaboratively as part of a team.
• Experience in banking is an added advantage.

Generic Competencies

• Technical skills.
• Ability to communicate.
• Report writing skills; and
• Numeric skills.
• Skills and Attributes
• Excellent communication and interpersonal skills.
• Excellent problem solving and decision-making skills.
• Excellent planning and organization skills; and
• If you believe you meet the above requirements log onto our website 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 24th January 2022.