Summary
Date Posted: Tuesday, November 01, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Implementation & Client Service Officer

FOR INTERNAL CANDIDATES
PURPOSE:
The purpose of this role is to enhance business revenue by ensuring products implementation, utilization and client support for Transactional Banking Solutions and opportunities offered to customers in partnership with TB Sales Team, Relationship Management teams and banking services.

PRIMARY RESPONSIBILITIES:
The Incumbent will report to Manager, Transactional Banking and will be responsible for:
• Timely product implementation with strict adherence to SLAs
• Supporting customers through timely response to queries raised on email, written delivered instructions or telephone calls.
• Ensuring timely client training on implemented products for utilization and revenue realization
• Ensuring fees are collected accurately.
• Maintaining a detailed and an up-to-date knowledge of the bank’s comprehensive integrated channels capabilities and their application to client needs and using this knowledge in structuring solutions.
• Co-ordinating with various stakeholders to ensure customer issues are resolved timely.
• Consistent delivery of service standards to customers and enforcement of SLA with various units.
• Ensuring compliance to bank processes, procedures, and risk controls
• Ensuring customer issues raised through various channels are resolved in a professional and timely manner.
• Ensuring pertinent communication on product upgrades are sent to customers promptly and documented.
• Escalating issues to various units and following up for resolution.
• Spearheading customer satisfaction surveys and sharing feedback with product development /innovation team.
• Provision of reports to drive /advise utilization of various solutions and discontinuation of redundant solutions.
• Ensuring adherence to bank processes, procedures, guidelines while executing duties.
• Ensuring all product agreements are duly signed, sealed and relevant documentation provided by customers.
• Ensuring office and client records are maintained in line with the Banks policy and in compliance with internal audit standards.
• Handling office and client calls efficiently and professionally.
• Ensure that all customer queries are responded to in a timely manner.
• Establishing a strategy that drives customer-centric view into Transaction banking with activities including but not limited to focus groups, customer surveys and voice of the customer
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML/CFT policies & procedures
• Any other official duty that may be allocated by the line manager from time to time.

PERSON SPECIFICATIONS
• A Bachelor’s degree in business administration, finance or any other business-related degree
• Master’s Degree in business is an added advantage.
• At least 3 years' experience in banking.
• Proven knowledge in all Transaction Banking solutions
• Sound Knowledge of e-payments, collection and liquidity management solutions.
• Knowledge of Cash Management products covering e-payments, collections and liquidity management.
• Basic knowledge on how to review balance sheets and P&L

Essential Knowledge/Skills and Experience Required:
• Customer Experience Skills
• Analytical skills
• Presentation skills
• Interpersonal and Communication skills
• People Management skills
• Report writing
• A good knowledge of the bank business industry trends and practices
• A good knowledge of the Bank’s products & services

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

If you believe you meet the above requirements log onto our www.imbankgroup.com/ke  and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 4th November 2022.

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