Officer - Digital Lending Administration and Customer Experience at

1 month ago

Nairobi, Nairobi Area, Kenya I&M Bank Full time

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE).

The bank possesses a rich heritage in banking.

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.

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