Officer – Digital Lending Administration and Customer Experience

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.

If you believe you meet the above requirements log onto our www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 10 July 2024.

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