Officer ABC - Mobile Bank at I&M Bank

REF: OMB/12/2020-

JOB SUMMARY

The role holder will be responsible for providing timely and reliable support to all Business Development Units in order to ensure delivery of excellent services to all Bank customers on mobile banking

KEY RESPONSIBILITIES:

The Incumbent will report to the Assistant Manager Mobile Banking and will be responsible for:

• Monitoring and ensuring all payments received from mobile banking have been processed.
• Monitoring and ensuring all mobile banking failed payments for the day are handled as per defined procedure.
• First level support responding to mobile banking related queries and complaints coming from the Customer service and support desks.
• Maker or inputter for mobile banking maintenances
• Escalation of all exception requests for mobile banking Registrations.
• Keeping a record of all mobile banking registrations and maintenances.
• Responding to mobile banking inquiries on call when escalated to the department.
• Ensuring all mobile banking complaints are resolved within Service Level Agreement(SLA)
• Monitoring mobile banking service requests and ensuring they are acted upon by the relevant departments or branches within agreed SLA.
• Preparing statistics and any other reports requested for mobile banking.
• Monitoring and ensuring all mobile banking SI payments for the day are executed

QUALIFICATION AND COMPETENCE REQUIREMENTS

• Bachelor’s degree in Business, Information Systems or related field from a recognized institution
• Excellent communication and interpersonal skills; ability to interact effectively with people at all levels
• Experience in banking will be an added advantage
• At least one to three years’ relevant experience
• Excellent Planning and Organization skills
• Strong time management skills; and
• Excellent problem solving and decision making skills.