Overview

Officer Contact Centre

PURPOSE:

Contact Centre is the Bank’s point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements. The purpose of this role is to ensure that services are offered to customers in an efficient, prompt and courteous manner so as to maintain customer’s goodwill and excellent image of the bank by observing the Banks policies, procedures and controls.

 

PRIMARY RESPONSIBILITIES:

Inbound Calls handling – To handle all inbound calls and providing customers with information on various bank related enquiries.
Email Management – Responding to all emails received in the Call Centre mailbox regarding all banking queries, request and complaints. This includes following up with relevant stakeholders and ensuring that action is taken within the stipulated timeframes and the feedback loop is closed.
Social Media Management – Respond to Social Media posts on Facebook, Twitter, YouTube, Instagram and LinkedIn, Report all complaints reported via Social Media and advise customers once resolved.
Telemarketing and Outbound Campaigns – Handling outbound telemarketing calls to create awareness on services, products and increase sales.
Care Calling – Calling new account holders to welcome them to the bank and advise them on the features available to their type of account. This calls are also meant to check on the customer on boarding experience.
Product Cross Selling and Upselling – Provide potential customers with information on new and existing products and services.
Alternate Channel Support – Support for the bank’s alternate channels i.e. Debit & Credit Cards, Mobile and Internet Banking platform by assisting customers with registration and guidance on channels usage.

QUALIFICATIONS AND COMPETENCIES REQUIREMENTS:

Academic Qualifications

Bachelor’s degree in a Business related from a recognized institution.
Proficiency in Microsoft Office

 

Experience

Basic Banking experience is desirable
Experience working in a Call Centre

Skills and Attributes

Excellent oral and written communication skills;
Strong Team Player;
Excellent problem solving and time management skills;
Customer centric individual;
Strong planning and organization skills;
Ability to multi task;
Self-driven, autonomous and flexible individual.

MODE OF APPLICATION

Click “APPLY FOR JOB” button above to apply for this job.

About I&M Bank

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