Job Opportunities at I&M Bank

This role is responsible for first level support responding to corporate banking related queries and complaints coming from the Customer service and support desks. This role also provides timely and reliable support to all Business Development Units to ensure delivery of excellent services to all Bank customers on mobile banking.

PRIMARY RESPONSIBILITIES:

• Support customer onboarding and set-up to Corporate Digital Channels.
• Input all Internet banking maintenance for business and corporate clients.
• Troubleshoot all Internet banking errors and issues and provide solution to customers.
• Ensure all Internet banking transactions are processed within agreed SLA.
• Monitor and ensure all corporate banking Bulk files, M-Pesa Bulk, Salaries, and Individual payments for the day are executed on a timely basis.
• Ensure all offline customer requests initiated from Internet banking are acted upon within SLA.
• Ensure no income leakage from corporate Internet banking product. Check mapping of products to ensure income is collected as per tariff.
• Follow up on root cause analysis of the channel complaints that customers raise and report on the same.
• Use digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service in Corporate Digital Channels.
• Collect feedback from other units and escalate line Manager/ Supervisor on process and product improvement.
• First level support responding to mobile banking related queries and complaints coming from the Customer service and support desks.
• Ensure timely action on reconciliations items flagged by the central recon team.
• Conduct daily reconciliation of the bulk payments suspense account. Ensure all payments are transmitted successfully & failed payments reversed to customer accounts as per SLA.
• Prepare statistics and any other reports requested for corporate banking- EOD Reports.
• Participate in projects as required.

PERSON SPECIFICATIONS

• Bachelors’ degree in business administration or related field.
• Minimum of 2 years of working experience
• Relevant digital banking experience, with exposure to corporate and retail digital products.
• Good understanding of OTG platform both Web and app, Onboarding process and functionality.
• Excellent communication and interpersonal skills.
• Collaborate and be a team player who can work independently with minimum supervision.
• Ability to work efficiently in a fast-paced environment.

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This role is responsible for managing the Bank’s delinquent accounts, through the maintenance of accurate records, provision of customer service and the monitoring of payment plans.

PRIMARY RESPONSIBILITIES:

• Monitor allocated accounts daily and institute timely corrective measures to avoid delinquency.
• Regular contacting of clients in default through calls, emails, and other collections channels to ensure repayments are received.
• Ensure set collections targets and flow rates are met.
• Analyze paid up debts and recommend closure of the accounts especially small balances accounts.
• Develop, implement, and review strategies and methodologies to reduce volume of past due accounts and write offs.
• Highlight any credit failures as first level of contact with these issues to provide lessons learnt to improve the credit approval process.
• Liaise directly with clients, third parties and colleagues in departments to maximize collections performance whilst also ensuring good client outcomes.
• Provide regular Collection trends and achievement reports. Review periodic reports presented to various committees.
• Monitor OD limits and ensuring that expired limits are renewed on time.
• Conduct regular review and feedback to improve the collection system on loan origination system (LOS).
• Liaise and manage of external debt collectors.
• Prepare and send notifications to customers.
• Maintain updated knowledge of all banking policies and procedures.
• Assist with departmental audits and trainings.
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PERSON SPECIFICATIONS

• At least 3 years’ relevant experience in Collections.
• Bachelor’s degree in a Business-related field from a recognized Institution.
• General understanding of Banking Act and CBK Prudential guidelines.
• Ability to write complex letters, comprehensive reports and to perform complex calculations.
• Excellent problem solving and decision-making skills.
• Good time management and exceptional customer service.
• Knowledge of high-volume collections, and collection procedures and practices.
• High attention to detail and excellent organizational skills.
• Strong Negotiation skills.