o Support customer onboarding and set-up to Corporate Digital Channels.
o Input all Internet banking maintenance for business and corporate clients.
o Troubleshoot all Internet banking errors and issues and provide solution to customers.
o Ensure all Internet banking transactions are processed within agreed SLA.
o Monitor and ensure all corporate banking Bulk files, M-Pesa Bulk, Salaries, and Individual payments for the day are executed on a timely basis.
o Ensure all offline customer requests initiated from Internet banking are acted upon within SLA.
o Ensure no income leakage from corporate Internet banking product. Check mapping of products to ensure income is collected as per tariff.
o Follow up on root cause analysis of the channel complaints that customers raise and report on the same.
o Use digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service in Corporate Digital Channels.
o Collect feedback from other units and escalate line Manager/ Supervisor on process and product improvement.
o First level support responding to mobile banking related queries and complaints coming from the Customer service and support desks.
o Ensure timely action on reconciliations items flagged by the central recon team.
o Conduct daily reconciliation of the bulk payments suspense account. Ensure all payments are transmitted successfully & failed payments reversed to customer accounts as per SLA.
o Prepare statistics and any other reports requested for corporate banking- EOD Reports.
Participate in projects as required.
o Bachelors’ degree in business administration or related field.
o Minimum of 2 years of working experience
o Relevant digital banking experience, with exposure to corporate and retail digital products.
o Good understanding of OTG platform both Web and app, Onboarding process and functionality.
o Excellent communication and interpersonal skills.
o Collaborate and be a team player who can work independently with minimum supervision.
o Ability to work efficiently in a fast-paced environment.
Method of Application
Interested and qualified? Go to I&M Bank on imbank.bamboohr.com to apply