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    Customer Service Associate - Nairobi, Kenya - I&M Bank

    I&M Bank
    Default job background
    Full time
    Description

    I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE).

    The bank possesses a rich heritage in banking.
    Job Purpose
    The role holder ensures customer service delivery levels are as per the Bank's prescribed standard, customer satisfaction and retention
    Key Responsibilities

    Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications
    Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
    Ensuring the completion of all Account opening Documentation and following up on deficiencies
    Facilitating customers' access to lockers
    Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales
    Responding to all written and oral complaints and enquiries received from customers
    Handling of internal mail
    Cross-selling the Bank's range of products and services to existing and new customers and acquire new active accounts/Business
    Ordering of cheque books and cards as per customer specification.
    Safe custody and management of Cards and cheque books
    Collection of All service charges as per bank tariff to ensure Nil income leakage

    Job Specifications
    Academic Qualifications

    Bachelor's degree in business, Banking or related field


    Competencies:
    Planning & Organizational skills
    Analytical skills and attention to detail
    Strong oral and written communication skills
    Interpersonal skills to manage stakeholders at all levels
    Ethics and integrity
    Excellent judgment and analytical abilities and impeccable integrity.
    Strong commercial awareness and an ability to connect to business goals


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