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 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 role involves 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.

Responsibilities or duties:

Customer:

• 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 to enhance customer experience.
• Maintain deep knowledge of digital banking products, onboarding processes and platform features to accurately guide customers/branches on product inquiries, usage guidance, and feature explanations.
• Conduct follow-ups with customers/branches to confirm issue resolution, ensure satisfaction, and close tickets 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:

• Work closely with the Product Support Lead and Product Manager to identify recurring customer issues, emerging trends, and root causes, recommending improvements to enhance user experience.
• Collaborate with ICT, Customer Service, Operations, Compliance, and Digital Product teams to streamline support processes and improve cross-functional issue resolution.
• Participate in training programs to deepen knowledge of digital banking platforms, new features, troubleshooting techniques, and customer support best practices.
• Assist in training branch staff, contact center agents, and other bank teams on new digital systems, processes, and product updates.
• Ensure accurate records of all customer interactions and issue resolutions for reporting purposes are maintained.
• Maintain accurate support documentation, FAQs, and knowledge base records to boost team efficiency and improve customer self-service.
• Prepare daily/weekly reports on issues, trends, resolutions, and customer feedback for use by the Product Support Lead and other stakeholders.

Internal Processes:

• Document, track, and update all customer interactions, issues, and resolutions in the approved ticketing system, ensuring accuracy and completeness.
• Share necessary system logs, screenshots, and diagnostic information with ICT or technical teams to support root‑cause analysis and faster resolution.
• Conduct routine functional checks and monitoring of digital banking solutions to proactively detect and flag operational anomalies.
• Participate in User Acceptance Testing (UAT) for new features, enhancements, and system releases to ensure readiness and minimize customer-impacting issues.
• Ensure strict adherence to internal processes, risk controls, and compliance requirements to maintain platform stability and service continuity.

Financial:

• Ensure efficient and timely resolution of customer queries to minimize operational disruptions, reduce repeat contacts, and lower service costs.
• Adhere to internal controls and operational guidelines to prevent losses linked to service lapses, disputes, or failed transactions.
• Identify opportunities for automation and process improvements that enhance efficiency in issue resolution and reduce manual interventions.

Job Dimensions:

• Ensure efficient and timely resolution of customer queries to minimize operational disruptions and reduce service‑related costs.
• Provide first-line support for digital banking products by troubleshooting issues, guiding customers on usage, and ensuring timely and effective solutions.
• Escalate complex or high‑impact issues to the appropriate teams and conduct follow-ups to confirm resolution and customer satisfaction.
• Document and track customer interactions and incidents in the ticketing system, ensuring accurate logging and closure within SLAs.
• Conduct routine checks, share diagnostic information with ICT, and participate in UAT to ensure platform stability and readiness before releases.
• Collaborate with Product Support Lead, Product Managers, ICT, Customer Service, and Compliance to streamline support processes and address recurring issues.
• Participate in ongoing training and contribute to knowledge base updates to strengthen product expertise and improve support effectiveness.

Qualifications or requirements (e.g., education, skills):

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.

Experience needed:

Work Experience Required:

• Minimum of 2-3 years of experience in customer support, technical support, digital operations preferably in the banking sector.
• Experience in digital banking, fintech support, or customer-facing IT environments is an added advantage.
• Strong understanding of digital banking platforms, account onboarding, and mobile/online banking functionality.
• Basic troubleshooting skills across web, mobile apps, authentication, and connectivity issues.

Technical Skills:

• Troubleshooting and problem resolution.
• Digital banking operations knowledge.
• Ticketing systems (ServiceNow, JIRA, Zendesk, etc.)
• Basic understanding of APIs, mobile/web app behavior, or system workflows (advantage).
• Incident documentation and reporting.

Behavioral Competencies:

• Strong communication and customer handling skills.
• Empathy and customer-centric mindset.
• Attention to detail and accuracy.
• Collaboration with cross-functional teams.
• Ability to work under pressure and manage multiple cases
• Analytical thinking and pattern recognition.

• 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 to enhance customer experience.
• Maintain deep knowledge of digital banking products, onboarding processes and platform features to accurately guide customers/branches on product inquiries, usage guidance, and feature explanations.
• Conduct follow-ups with customers/branches to confirm issue resolution, ensure satisfaction, and close tickets in line with SLAs.
• Escalate complex, recurring, or high impact issues to the appropriate technical or product teams and ensure timely feedback to customers.
• Work closely with the Product Support Lead and Product Manager to identify recurring customer issues, emerging trends, and root causes, recommending improvements to enhance user experience.
• Collaborate with ICT, Customer Service, Operations, Compliance, and Digital Product teams to streamline support processes and improve cross-functional issue resolution.
• Participate in training programs to deepen knowledge of digital banking platforms, new features, troubleshooting techniques, and customer support best practices.
• Assist in training branch staff, contact center agents, and other bank teams on new digital systems, processes, and product updates.
• Ensure accurate records of all customer interactions and issue resolutions for reporting purposes are maintained.
• Maintain accurate support documentation, FAQs, and knowledge base records to boost team efficiency and improve customer self-service.
• Prepare daily/weekly reports on issues, trends, resolutions, and customer feedback for use by the Product Support Lead and other stakeholders.
• Document, track, and update all customer interactions, issues, and resolutions in the approved ticketing system, ensuring accuracy and completeness.
• Share necessary system logs, screenshots, and diagnostic information with ICT or technical teams to support root‑cause analysis and faster resolution.
• Conduct routine functional checks and monitoring of digital banking solutions to proactively detect and flag operational anomalies.
• Participate in User Acceptance Testing (UAT) for new features, enhancements, and system releases to ensure readiness and minimize customer-impacting issues.
• Ensure strict adherence to internal processes, risk controls, and compliance requirements to maintain platform stability and service continuity.
• Ensure efficient and timely resolution of customer queries to minimize operational disruptions, reduce repeat contacts, and lower service costs.
• Adhere to internal controls and operational guidelines to prevent losses linked to service lapses, disputes, or failed transactions.
• Identify opportunities for automation and process improvements that enhance efficiency in issue resolution and reduce manual interventions.
• Ensure efficient and timely resolution of customer queries to minimize operational disruptions and reduce service‑related costs.
• Provide first-line support for digital banking products by troubleshooting issues, guiding customers on usage, and ensuring timely and effective solutions.
• Escalate complex or high‑impact issues to the appropriate teams and conduct follow-ups to confirm resolution and customer satisfaction.
• Document and track customer interactions and incidents in the ticketing system, ensuring accurate logging and closure within SLAs.
• Conduct routine checks, share diagnostic information with ICT, and participate in UAT to ensure platform stability and readiness before releases.
• Collaborate with Product Support Lead, Product Managers, ICT, Customer Service, and Compliance to streamline support processes and address recurring issues.
• Participate in ongoing training and contribute to knowledge base updates to strengthen product expertise and improve support effectiveness.

• Troubleshooting and problem resolution.
• Digital banking operations knowledge.
• Ticketing systems (ServiceNow, JIRA, Zendesk, etc.)
• Basic understanding of APIs, mobile/web app behavior, or system workflows (advantage).
• Incident documentation and reporting.
• Strong communication and customer handling skills.
• Empathy and customer-centric mindset.
• Attention to detail and accuracy.
• Collaboration with cross-functional teams.
• Ability to work under pressure and manage multiple cases
• Analytical thinking and pattern recognition.

• Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).
• Relevant professional certifications in digital banking or IT support will be an added advantage.
• Minimum of 2-3 years of experience in customer support, technical support, digital operations preferably in the banking sector.
• Experience in digital banking, fintech support, or customer-facing IT environments is an added advantage.
• Strong understanding of digital banking platforms, account onboarding, and mobile/online banking functionality.
• Basic troubleshooting skills across web, mobile apps, authentication, and connectivity issues.