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Officer Complaints Handling
Purpose:
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
Officer – Digital Lending Administration and Customer Experience
Purpose:
The job holder will facilitate the Product development of digital financial services to increase functionality, usage & transaction migration across the Online, Mobile and new to the world banking channels.
The job holder will also be responsible for the day-to-day processes efficiency checks on the technology solutions deployed combined with continual process improvement to enhance both the customer experience and financial results.
Primary responsibilities:
- Champion digital banking and determine opportunities for improving business processes through automation.
- Offer Level 2 Customer support for specific queries associated digital lending concerns that may involve but not limited to System, data management & underwriting decisions.
- Conduct sanity checks on the day-to-day operations of the Digital Lending Solutions as well as ensuring the resolution of issues are within the SLAs stipulated.
- Work closely with internal stakeholders and external vendors on validation of executed change processes with respect to Business Policy Rules and system enhancements.
- Use his/her customer experience and/or credit expertise to efficiently serve customers at every point of their lending journey and ensure prompt resolution to issues raised.
- Support with system user acceptance testing & offer Business Units support and training in all Bank’s Digital Lending Solutions.
- Provide support and training continually to bank staff on new systems, products and policy updates.
- Monitor transactions and prepare regular reports detailing loans closed and funded through the online application process as well as applications taken through the digital channels.
Minimum requirements:
- Bachelors’ degree preferably in Actuarial Science, Statistics, Economics, Finance or Business Administration.
- Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
- Experienced in project management is an added advantage.
- In-depth knowledge of Central bank Prudential and Risk Guidelines.
- A team player with excellent interpersonal skills.
- Strong analytical skills and problem-solving skills.
Scheme Loan Administration Officer
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Job Summary:
The incumbent will be responsible for providing administrative support to Workplace Banking Schemes through invoicing, reconciliations, portfolio management and early debt collection management.
Key responsibilities:
The Incumbent will report to the Workplace Banking Lead and will be responsible for:
- Timely and accurate preparation of schedules for invoicing and submitting the same to scheme companies.
- Following up on the invoices to employers to ensure 100% adoption.
- Thorough real time reconciliation of schedules to determine dropped/under-booked loans and engaging with employers on cause or reinstatement.
- Timely preparation of reports of dropped loans and determining the route cause for dropped loans with a view of taking corrective measures.
- Monitoring and following up of payments due from schemes, facilitating application of the funds and subsequent reconciliation.
- Maintaining a monthly tracker of loan repayment funds receipt and application.
- Preparing a monthly report on invoice adoption.
- Executing rollovers or restructures for qualifying Check off loans to stop further regression.
- Facilitation of refunds/misrouted funds to the employer and other payments to ensure a nil balance GL suspense.
- Reconciling schedules for salary processing for Government of Kenya.
- Responsible for stop orders issuance for schemes as a risk control officer.
- Following up on payments of existing customers who migrate to employers with no existing Memorandum of Understanding with the bank for continued remittance.
- Ownership and follow through for resolution of customers who have disputed deductions.
- Maintaining excellent Relationships to with all the scheme companies.
- In liaison with WPB RM, ensure good performance of allocated portfolio in terms on Portfolio at Risk and Non-Performing Loans.
- Monitoring of allocated portfolio to curb and cure any arrears and early vintages in good time.
- Identify and document any risk associated with allocated portfolio and raise concerns with the team leader with a view of mitigating the risk.
- Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures.
- Takes primary responsibility for managing and minimizing the inherent and potential Risks
- Embracing a culture of Pamoja, support for each other and commitment to the branch and the Bank goals and aspirations
Qualifications and Competencies
- Bachelor’s degree from a recognized institution
- Minimum of 1 years working experience in the Banking Industry; with relevant experience in portfolio management, scheme loan administration duties and risk management.
- Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry
- Able to apply financial knowledge and skills to achieve business goals.
- Able to identify and minimize potential and inherent risks.
- Proficient in the use of Banking and office management systems, Advanced excel knowledge a must with demonstrated experience in dealing with large data.
- Focused and able to spot business opportunities
- Building networks and maintaining strong relationships
- Has passion and drive to achieve results under difficult circumstances.
- Strong interpersonal skills to manage stakeholders at all levels
- Good problem-solving skills.
- Analytical skills and attention to detail
- Strong oral and written communication skills.