Job Purpose:

The role is responsible for handling cardholder calls, queries, correspondences, and complaints on matters relating to card operations and associated service offerings in line with established bank service level standards, procedures and customer service charter

Key Responsibilities:

• Attend to daily calls and communications received from cardholders on all matters relating to card products, account operations and associated service offerings.
• Logging in and tracking of all cardholder received queries and disputes and follow-up with respective stakeholders to ensure the issues reported therein are promptly addressed and appropriate feedback shared with cardholders
• Face to face meeting with walk-in cardholders to discuss and address matters relating to their account operations and any other service offering.
• Management of all card account maintenance requests regarding static data maintenance and account status management as requested by the cardholder, verified and approved by the unit supervisor.
• Coordinate with respective bank stakeholders to ensure cardholder statements are properly generated on the respective card billing dates and successfully send to cardholders through email.
• Receipt of cards from the personalization agent, repackaging with associated cardholder letters and distribution through the bank branch network using the established delivery channels.
• Notification and continuous engagement of cardholder to collect their cards once processed at the cardholder designated point or branch collection.
• Engage branches, cardholders and systems support staff to ensure card activations are promptly processed and advised to cardholders within the established TATs.
• Reconcile all cards received from the personalization vendor against embossing records as shared by the Card Production unit to ensure all and only bank approved and processed cards are personalized by the vendor.
• Track all cards processing for production and delivery to the service branches and outlets within the agreed TATs.
• Ensure treasury rates are updated on Way4 daily.
• And any other duty as may be allocated by the supervisor.
• Uphold the bank Imara 3.0 strategy and be a change maker as per the Pamoja narrative.

Academic Qualifications:

• Bachelor’s degree in a Business-related field from a recognized institution.

Professional Qualifications:

• Competences in Microsoft Offices Packages on MS EXCEL, MS WORD, POWERPOINT

Work Experience:

• 2 Years’ experience in Card Operations within the Banking Industry.
• Knowledge on Banking and Accounting Applications.

Competencies:

• Good business communication (written and verbal) skills.
• Must have a good time management skills.
• Should have a good interpersonal skill and be able to interact with all levels of personnel within and outside the Bank.
• Proficiency in the use of computers – Ms Office, relevant banking software.
• Good Problem Solving and analytical skills.

• Attend to daily calls and communications received from cardholders on all matters relating to card products, account operations and associated service offerings.
• Logging in and tracking of all cardholder received queries and disputes and follow-up with respective stakeholders to ensure the issues reported therein are promptly addressed and appropriate feedback shared with cardholders
• Face to face meeting with walk-in cardholders to discuss and address matters relating to their account operations and any other service offering.
• Management of all card account maintenance requests regarding static data maintenance and account status management as requested by the cardholder, verified and approved by the unit supervisor.
• Coordinate with respective bank stakeholders to ensure cardholder statements are properly generated on the respective card billing dates and successfully send to cardholders through email.
• Receipt of cards from the personalization agent, repackaging with associated cardholder letters and distribution through the bank branch network using the established delivery channels.
• Notification and continuous engagement of cardholder to collect their cards once processed at the cardholder designated point or branch collection.
• Engage branches, cardholders and systems support staff to ensure card activations are promptly processed and advised to cardholders within the established TATs.
• Reconcile all cards received from the personalization vendor against embossing records as shared by the Card Production unit to ensure all and only bank approved and processed cards are personalized by the vendor.
• Track all cards processing for production and delivery to the service branches and outlets within the agreed TATs.
• Ensure treasury rates are updated on Way4 daily.
• And any other duty as may be allocated by the supervisor.
• Uphold the bank Imara 3.0 strategy and be a change maker as per the Pamoja narrative.

• Good business communication (written and verbal) skills.
• Must have a good time management skills.
• Should have a good interpersonal skill and be able to interact with all levels of personnel within and outside the Bank.
• Proficiency in the use of computers – Ms Office, relevant banking software.
• Good Problem Solving and analytical skills.

• Bachelor’s degree in a Business-related field from a recognized institution.
• Competences in Microsoft Offices Packages on MS EXCEL, MS WORD, POWERPOINT
• 2 Years’ experience in Card Operations within the Banking Industry.
• Knowledge on Banking and Accounting Applications.