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. Job Purpose: This role is responsible for providing first-line support to customers using digital banking products and services.  The officer will troubleshoot technical issues, assist with product inquiries, and ensure a seamless digital banking experience. The role involves working closely with the Product Support Lead and other teams to resolve customer issues and improve product functionality. Key Responsibilities: Financial: Ensure efficient resolution of customer queries to minimize operational disruptions and service costs. Adhere to operational guidelines to reduce losses from service failures and customer disputes. Identify areas for automation to enhance efficiency in issue resolution. Customer: Provide first-line support for digital banking products, including mobile apps, online banking, and digital services. Troubleshoot and resolve customer-reported issues, ensuring timely and effective solutions. Assist customers with product inquiries, usage guidance, and feature explanations. Conduct regular follow-ups with customers to confirm issue resolution and ensure customer satisfaction. Escalate complex issues to the appropriate teams for resolution. Internal Processes: Document and track customer interactions, issues, and resolutions in the support ticketing system. Share logs and information with ICT support for technical troubleshooting. Conduct routine checks on digital banking solutions to identify and resolve operational anomalies. Participate in User Acceptance Testing (UAT) to validate new features and system enhancements before deployment. Ensure adherence to internal controls and operational guidelines to minimize risks and service disruptions. Enablers: Work closely with the Product Support Lead and Product Manager to identify recurring issues and recommend improvements. Collaborate with ICT, Customer Service, and Compliance to streamline support processes. Participate in training sessions to enhance knowledge of digital banking products and customer support best practices. Assist in training bank staff on new systems, products, and policy updates. Maintain accurate records of all customer interactions and issue resolutions for reporting purposes. First-line resolution of customer issues related to digital banking products. Tracking and escalating unresolved issues to the appropriate teams. Ensuring compliance with SLAs for issue resolution. Managing vendor invoices, ensuring accuracy, timely uploading, and approvals. Maintaining an updated knowledge base for support processes. Academic Qualifications: Bachelor’s degree in a relevant field (e.g., Business, IT, Finance). Professional Qualifications / Membership to professional bodies/ Publication: Relevant professional certifications in digital banking or IT support will be an added advantage. Work Experience Required: Minimum of 5 years of experience in customer support, preferably in the banking sector. Strong knowledge of digital banking products and core banking systems. Experience in handling vendor invoices and coordinating approvals. Competencies: Troubleshooting and problem-solving skills. Excellent communication and interpersonal skills. Proficiency in support ticketing systems and CRM software. Strong time management and ability to prioritize tasks. Customer-centric approach with empathy and patience.