Role Overview
This role is responsible for providing first-line support for customers using digital banking products and services, ensuring timely resolution of issues and delivering an exceptional digital experience. The role involves troubleshooting technical and functional challenges, responding to product inquiries, and escalating complex cases to relevant squads or teams. The position requires working cross-functionally with Product, Engineering, Operations, Risk, and Customer Experience teams to address customer pain points, enhance product reliability, and contribute to continuous improvement of digital banking platforms.
Key Responsibilities
Customer Experience and Support
- Provide first-line support for customers using digital banking products and services, including mobile banking, online banking, and onboarding flows.
- Troubleshoot and resolve customer-reported issues, offering clear guidance on product usage, features, and digital processes.
- Maintain deep knowledge of digital banking products, onboarding processes, and platform features to accurately guide customers and branches.
- Conduct follow-ups with customers and branches to confirm issue resolution and ensure satisfaction in line with SLAs.
- Escalate complex, recurring, or high-impact issues to the appropriate technical or product teams and ensure timely feedback to customers.
Enablers and Collaboration
- Work closely with the Product Support Lead and Product Manager to identify recurring customer issues, emerging trends, and root causes, recommending improvements.
- Collaborate with ICT, Customer Service, Operations, Compliance, and Digital Product teams to streamline support processes.
- Participate in training programs to deepen knowledge of digital banking platforms and troubleshooting techniques.
- Assist in training branch staff, contact center agents, and other bank teams on new digital systems and product updates.
- Maintain accurate support documentation, FAQs, and knowledge base records to boost team efficiency.
- Prepare daily/weekly reports on issues, trends, resolutions, and customer feedback.
Internal Processes
- Document, track, and update all customer interactions, issues, and resolutions in the approved ticketing system.
- Share necessary system logs, screenshots, and diagnostic information with ICT or technical teams to support root-cause analysis.
- Conduct routine functional checks and monitoring of digital banking solutions to proactively detect operational anomalies.
- Participate in User Acceptance Testing (UAT) for new features, enhancements, and system releases.
- Ensure strict adherence to internal processes, risk controls, and compliance requirements.
Financial Objectives
- Ensure efficient and timely resolution of customer queries to minimize operational disruptions and reduce service costs.
- Adhere to internal controls and operational guidelines to prevent losses linked to service lapses or failed transactions.
- Identify opportunities for automation and process improvements that enhance efficiency.
Qualifications and Experience
- Academic: Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).
- Experience: Minimum of 2-3 years of experience in customer support, technical support, or digital operations, preferably in the banking sector.
- Industry Knowledge: Experience in digital banking, fintech support, or customer-facing IT environments is an added advantage.
- Product Knowledge: Strong understanding of digital banking platforms, account onboarding, and mobile/online banking functionality.
- Technical Proficiency: Basic troubleshooting skills across web, mobile apps, authentication, and connectivity issues.
- Certifications: Relevant professional certifications in digital banking or IT support will be an added advantage.
Technical and Soft Skills
- Proficiency in ticketing systems (ServiceNow, JIRA, Zendesk, etc.).
- Basic understanding of APIs, mobile/web app behavior, or system workflows.
- Incident documentation and reporting skills.
- Strong communication and customer handling skills with an empathetic mindset.
- High level of attention to detail and accuracy.
- Analytical thinking and pattern recognition abilities.
How to Apply
Interested and qualified candidates should apply online via the I&M Bank career portal. Please follow the link provided: https://www.myjobmag.co.ke/apply-now/1178870 which redirects to the official recruiting site at imbank.bamboohr.com.
