Officer Complaints Handling at I&M Bank

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