Latest Recruitment at I&M Bank

Job Purpose: 

• The position is responsible for preparation of letters of offer and internal documents. This is to ensure and maintain high quality loan book and to safeguard the Bank’s interest by obtaining timely, accurate and complete internal documentation. Additionally, tracking and monitoring of covenants and other conditions of sanction.

Key Responsibilities:

• Review approved credit applications and check adequacy of approvals as per delegated approval matrix and credit policy as well as approved sanction terms.
• Prepare loan contracts between the borrower and the bank within the set service level agreement, incorporating all the sanction terms, covenants and conditions accurately to ensure the bank’s interest are fully protected to and any financial losses are avoided.
• Review collateral information provided in the credit application and confirmation of the same against collateral information maintained in the core banking system and legal security docket to ensure the correct security details are captured in the loan contracts, for risk mitigation and avoidance of financial and legal risks.
• Prepare requisite internal documents within the set service level agreement.
• Ensure efficiency in tracking, scanning, delivering and dispatching approved and duly signed letters of offer and internal documents.
• Ensure compliance by adherence to credit policies and procedures.
• Correspond with relationship Managers/Branch Managers and Legal department on all issues relating to preparation of Letters of offer and internal documents.
• Track and Monitor covenants and conditions of sanction.

Academic Qualifications & Work Experience:

• A business-related degree holder from a recognized University.
• At least 3 years' experience in Credit.
• CPA, ACCA is an added advantage.
• Good knowledge of Credit and Trade Products.
• Good understanding of the banking act and prudential guidelines.
• Good knowledge of Banking system.
• Good understanding of legal risks and laws applicable to Banking and Finance relating to lending and credits documentation.
• Basic banking and fair knowledge of CBK prudential guidelines.

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Job Purpose:

• This role involves assisting customers with account inquiries, transaction issues, digital onboarding and troubleshooting technical problems while ensuring a seamless and secure banking experience.
• Job holder is the first level support responding to digital channel related requests, queries and complaints raised by Customer service and support desks.

Key Responsibilities:
Operational (Customer):

• Respond to customer inquiries related to digital banking services and platforms. (Mobile apps, internet banking, USSD & APIs). 
• Assist customers with account access, fund transfers, bill payments and other digital transactions.
• Troubleshoot and resolve technical issues related to login errors, app malfunctions or failed transactions.
• Escalate complex technical problems to ICT or digital factory team for resolution.
  Support customers through the digital onboarding account opening and registration process. (OTG, E-Commerce)
• 100% adherence to policies, procedures, and statutory guidelines in processing Channel requests - Identify and manage/escalate risks at their level.

Financial:

• Review reconciliations and processing of non-stop transactions and reversals on reconciliation exceptions reports.
• Perform daily reconciliations to ensure all transactions are accurately recorded and settled within T+1 timelines. (Pesalink, Western union, and MoneyGram). 
• Escalate delays or discrepancies that risk breaching T+1 deadlines.
• Ensure float recalls and pay bill balance sweeps are processed timely to avoid service disruptions.
• Timely vendor invoice processing to avoid penalties and service disruptions.

Initiatives (Internal Processes):

• Document customer complaints, feedback, and recurring issues for service enhancement.
• Participate in digital channel product testing. Product User Acceptance Testing (UAT) and ensuring that functions/features are working as expected.

Enablers:

• Ensure compliance with regulatory standards (AML, CBK Prudential guidelines).
• Monitor and report suspicious account activities or potential fraud cases.
• Preparation of daily, weekly, monthly, or quarterly management reports as may be required to facilitate regulator requests and decision making.

Academic / Professional Qualifications / Membership to professional bodies/ Publication:

• Bachelor’s degree in finance, business, IT, or related field.
• Relevant professional qualifications in banking/added advantage.

Work Experience Required:

• 2+ years relevant experience in a financial institution, fintech or customer support.
• Familiarity with digital banking apps, payment gateways and online security protocols.

Competencies:

• Strong communication and problem-solving abilities.
• High attention to detail and accuracy.
• Customer centric, proactive, and innovative mindset.
• Ability to multitask in a fast-paced environment.