Officer - Digital Lending Administration and Customer Experience at I&M Bank

Purpose:

The job holder will facilitate the Product development of digital financial services to increase functionality, usage & transaction migration across the Online, Mobile and new to the world banking channels.

The job holder will also be responsible for the day-to-day processes efficiency checks on the technology solutions deployed combined with continual process improvement to enhance both the customer experience and financial results.

Primary responsibilities:

• Champion digital banking and determine opportunities for improving business processes through automation.
• Offer Level 2 Customer support for specific queries associated digital lending concerns that may involve but not limited to System, data management & underwriting decisions.
• Conduct sanity checks on the day-to-day operations of the Digital Lending Solutions as well as ensuring the resolution of issues are within the SLAs stipulated.
• Work closely with internal stakeholders and external vendors on validation of executed change processes with respect to Business Policy Rules and system enhancements.
• Use his/her customer experience and/or credit expertise to efficiently serve customers at every point of their lending journey and ensure prompt resolution to issues raised.
• Support with system user acceptance testing & offer Business Units support and training in all Bank's Digital Lending Solutions.
• Provide support and training continually to bank staff on new systems, products and policy updates.
• Monitor transactions and prepare regular reports detailing loans closed and funded through the online application process as well as applications taken through the digital channels.

Minimum requirements:

• Bachelors' degree preferably in Actuarial Science, Statistics, Economics, Finance or Business Administration.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
• Experienced in project management is an added advantage.
• In-depth knowledge of Central bank Prudential and Risk Guidelines.
• A team player with excellent interpersonal skills.
• Strong analytical skills and problem-solving skills.