Product Support Officer at I&M Bank

Job Purpose:

• This role is responsible for providing first-line support for customers using digital banking products and services, ensuring timely resolution of issues and delivering an exceptional digital experience. 
• The role involves troubleshooting technical and functional challenges, responding to product inquiries, and escalating complex cases to relevant squads or teams.
• The role involves working cross-functionally with Product, Engineering, Operations, Risk, and Customer Experience teams to address customer pain points, enhance product reliability, and contribute to continuous improvement of digital banking platforms.

Key Responsibilities:
Customer:

• Provide first-line support for customers using digital banking products and services, including mobile banking, online banking, and onboarding flows.
• Troubleshoot and resolve customer-reported issues, offering clear guidance on product usage, features, and digital processes to enhance customer experience.
• Maintain deep knowledge of digital banking products, onboarding processes and platform features to accurately guide customers/branches on product inquiries, usage guidance, and feature explanations.
• Conduct follow-ups with customers/branches to confirm issue resolution, ensure satisfaction, and close tickets in line with SLAs.
• Escalate complex, recurring, or high impact issues to the appropriate technical or product teams and ensure timely feedback to customers.

Enablers:

• Work closely with the Product Support Lead and Product Manager to identify recurring customer issues, emerging trends, and root causes, recommending improvements to enhance user experience.
• Collaborate with ICT, Customer Service, Operations, Compliance, and Digital Product teams to streamline support processes and improve cross-functional issue resolution.
• Participate in training programs to deepen knowledge of digital banking platforms, new features, troubleshooting techniques, and customer support best practices.
• Assist in training branch staff, contact center agents, and other bank teams on new digital systems, processes, and product updates.
• Ensure accurate records of all customer interactions and issue resolutions for reporting purposes are maintained.
• Maintain accurate support documentation, FAQs, and knowledge base records to boost team efficiency and improve customer self-service.
• Prepare daily/weekly reports on issues, trends, resolutions, and customer feedback for use by the Product Support Lead and other stakeholders.

Internal Processes:

• Document, track, and update all customer interactions, issues, and resolutions in the approved ticketing system, ensuring accuracy and completeness.
• Share necessary system logs, screenshots, and diagnostic information with ICT or technical teams to support root‑cause analysis and faster resolution.
• Conduct routine functional checks and monitoring of digital banking solutions to proactively detect and flag operational anomalies.
• Participate in User Acceptance Testing (UAT) for new features, enhancements, and system releases to ensure readiness and minimize customer-impacting issues.
• Ensure strict adherence to internal processes, risk controls, and compliance requirements to maintain platform stability and service continuity.

Financial:

• Ensure efficient and timely resolution of customer queries to minimize operational disruptions, reduce repeat contacts, and lower service costs.
• Adhere to internal controls and operational guidelines to prevent losses linked to service lapses, disputes, or failed transactions.
• Identify opportunities for automation and process improvements that enhance efficiency in issue resolution and reduce manual interventions.

Job Dimensions:

• Ensure efficient and timely resolution of customer queries to minimize operational disruptions and reduce service‑related costs.
• Provide first-line support for digital banking products by troubleshooting issues, guiding customers on usage, and ensuring timely and effective solutions.
• Escalate complex or high‑impact issues to the appropriate teams and conduct follow-ups to confirm resolution and customer satisfaction.
• Document and track customer interactions and incidents in the ticketing system, ensuring accurate logging and closure within SLAs.
• Conduct routine checks, share diagnostic information with ICT, and participate in UAT to ensure platform stability and readiness before releases.
• Collaborate with Product Support Lead, Product Managers, ICT, Customer Service, and Compliance to streamline support processes and address recurring issues.
• Participate in ongoing training and contribute to knowledge base updates to strengthen product expertise and improve support effectiveness.

Academic Qualifications:

• Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).

Professional Qualifications / Membership to professional bodies/ Publication:

• Relevant professional certifications in digital banking or IT support will be an added advantage.

Work Experience Required:

• Minimum of 2-3 years of experience in customer support, technical support, digital operations preferably in the banking sector.
• Experience in digital banking, fintech support, or customer-facing IT environments is an added advantage.
• Strong understanding of digital banking platforms, account onboarding, and mobile/online banking functionality.
• Basic troubleshooting skills across web, mobile apps, authentication, and connectivity issues.

Technical Skills:

• Troubleshooting and problem resolution.
• Digital banking operations knowledge.
• Ticketing systems (ServiceNow, JIRA, Zendesk, etc.)
• Basic understanding of APIs, mobile/web app behavior, or system workflows (advantage).
• Incident documentation and reporting.

Behavioral Competencies:

• Strong communication and customer handling skills.
• Empathy and customer-centric mindset.
• Attention to detail and accuracy.
• Collaboration with cross-functional teams.
• Ability to work under pressure and manage multiple cases
• Analytical thinking and pattern recognition.