12 Feb 2024

Customer Service Associate – Ruiru at I&M Bank

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Job 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.

Job Purpose

The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention

Key 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

Job Specifications

Academic Qualifications

  • Bachelor’s degree in business, Banking or related field


  • 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

Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 16 February. 2024


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