Customer Service Officer at I&M Bank
Purpose
The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention.
Primary 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.
Person Specifications
Academic Qualifications
- Bachelor’s Degree in Business, Banking or related field.
Work Experience
- At least one (1) year relevant experience in a similar role in a similar sized organization
Skills & Attributes
- 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.