PURPOSE:
Offer Mobile banking support to both the internal and external customers as well as help with the system testing to ensure it does perform as expectations.
PRIMARY RESPONSIBILITIES:
Provide timely and reliable support to all Business Development Units to ensure delivery of excellent services to all Bank customers. This includes but is not limited to;
Input of all mobile banking maintenances.
Troubleshoot all mobile banking errors and issues and provide solution to customers.
Ensure all mobile banking complaints and queries are attended to within agreed SLA.
Ensure all mobile transactions are processed within agreed SLA.
Offer in house training to teams to equip them well to be competent to handle customers and serve them.
Ensure all offline customer requests initiated from mobile are acted upon within SLA.
Timely handling of customer queries and enquiries.
Prepare statistics and any other reports requested for mobile banking.
Ensure no income leakage from mobile banking product
Participate in mobile banking projects for both corporate and retail product with respect to:
Product Testing
Product go-live support
Customer and staff training
Participate review/drafting of Mobile banking Procedure Manuals and RCSAs to ensure they remain relevant.
KEY PERFORMANCE INDICATORS
No complaints beyond SLA
No long outstanding unreconciled entries
PERSON SPECIFICATIONS
Academic Qualifications
Bachelor’s degree in business management or equivalent
Experience
Professional work ethics and good interpersonal skills; Being able to work collaboratively as part of a team.
Experience in banking is an added advantage.
Generic Competencies
Technical skills.
Ability to communicate.
Report writing skills; and
Numeric skills.
Skills and Attributes
Excellent communication and interpersonal skills.
Excellent problem solving and decision-making skills.
Excellent planning and organization skills; and
If you believe you meet the above requirements log onto our website 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 24th January 2022.
Apply via :
imbank.bamboohr.com
