Customer Services Associate – Embakasi

About the role

The Customer Services Associate will work at I&M Bank's Embakasi branch, handling a wide range of client requests and ensuring smooth processing of banking transactions. This role is essential for delivering high‑quality service and supporting the bank’s operational efficiency.

Key responsibilities

• Receive, verify, authenticate and process instructions such as RTGS, TT, FDR, forex conversions, stop payments, Treasury Bills, cheque‑book requests and card applications.
• Prepare audit confirmations, balance certificates, interest certificates and opinion letters for customers.
• Complete account opening documentation and follow up on any deficiencies.
• Facilitate locker access and attend to walk‑in enquiries, converting inquiries into sales.
• Handle written and oral complaints, ensuring timely resolution.
• Cross‑sell the bank’s products and services to existing and new customers, acquiring new active accounts.
• Order cheque books and cards per customer specifications and manage their safe custody.
• Collect service charges according to the bank tariff to prevent income leakage.

Required profile

• Bachelor’s degree in Business, Banking or a related field.
• At least one (1) year of relevant experience in a similar role within a comparable organization.

Required skills

• RTGS and telegraphic transfer processing.
• Foreign exchange conversion handling.
• Treasury Bills processing.
• Cheque‑book and card ordering and custody.
• Customer complaint management.
• Cross‑selling banking products.