Customer Service Associate

 

I&M Bank Customer Service Associate

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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