Posted:7 hours ago
By:Hiring Kenya
Company Details
Industry:
Banking
Description:
I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking. Started in 1974, it evolved from a community financial institution to a publicly listed major regional commercial bank offering a full range of corporate and retail banking services, 35 branches in Kenya and international operations in 3 other countries. I&M Bank is a dominant player in the Kenyan market that has been consistently growing, and is innovative in terms of the type and range of products and services it offers. CDC Group plc, a development finance institution wholly owned by the government of the United Kingdom owns approximately 10.68% of I&M Holdings, the holding company of I&M Bank Ltd. In addition, I&M Bank has a technical support agreement with International Finance Corporation for staff training, product development and risk management. I&M Bank also enjoys medium term foreign currency credit facilities from European Development Financial Institutions - Proparco, DEG and FMO. I&M Bank’s international correspondent banks include major multinational banks such as Bank One Ltd, Citibank NA, CommerzBank AG, Deutsche Bank AG, ICICI Limited Mumbai, Mashreq Bank PLC, Standard Bank of South Africa and Standard Chartered Bank NY. I&M Bank’s international network includes Bank One Limited (Mauritius), I&M Bank Tanzania Limited and I&M Bank Rwanda Specialties Banking Services, Commercial Banking, Asset Finance, Mobile Banking, Internet Banking, Investment Management Services, Diaspora Banking, Credit / Debit / Prepaid cards, Wealth Management
Job Description
The role holder is responsible for reporting complaints directed to them, resolving at first contact where possible and ensuring Customers are updated on the status of their complaints and communicating the resolution of all complaints to customers in line with the CBK prudential guidelines and the I&M Bank Complaints Handling procedures.
Key Responsibilities:
- Check on the accuracy of the resolution provided by the resolver before communicating to the customer and seek clarification on any grey areas.
- Effectively communicate the complaints resolution upon conclusion of the investigations
- Address and escalate any concerns raised by customers on the resolution given by the bank.
- Follow up with customers on any feedback required by resolver departments to comprehensively address a complaint.
- Analyze, collate and escalate to the Complaints Handling Unit Team Leader any incidences where a customer has been unfairly penalized due to bank related errors to ensure the best possible outcome for the customer
- Handling of engagements from Internal and External stakeholders sent to the Complaints Handling Mailbox within the stipulated turnaround time
Qualifications, Competencies, and experience:
- Over four (4) years’ relevant experience in a similar role in a similar sized organization
- Bachelor’s degree in business or related field
- Customer Experience Certification
- Quality Assurance Certification
- 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
Education: Degree, Diploma
Employment Type: Full Time
