Customer Services Associate – Garissa

About the role

The Customer Services Associate will be the front‑line representative for I&M Bank in Garissa, handling a wide range of banking transactions and enquiries. You will ensure accurate processing of customer instructions, support account opening, and promote the bank’s products to maximise conversion.

Key responsibilities

• Receive, verify, authenticate and process branch 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, follow up on deficiencies and facilitate locker access.
• Assist walk‑in customers with enquiries on accounts and products, aiming to convert enquiries into sales.
• Handle written and oral complaints, ensuring timely resolution.
• Cross‑sell the bank’s range of products and services to existing and new customers.
• Order and manage cheque books and cards, ensuring safe custody.
• Collect service charges in line with 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 organisation.

Required skills