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JOB PURPOSE

Contact Centre is the Bank’s point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements. The purpose of this role is to provide 24/7 Banking support to our customers on Voice, Email and Social Media with an objective of ensuring all Queries, Requests and Complaints are handled in a timely manner and in line with the I&M Service Standards resulting in market leading service experiences for all customers interacting with the Bank.

KEY RESPONSIBILITIES/ACCOUNTABILITIES

• Inbound Calls handling - 24-7 customer support for Queries, Requests and Complaints channeled through Voice within the defined timelines and in line with the I&M Bank Standards.
• Social Media Handling – 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
• Social Media Campaign Support – Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
• Email Handling -    Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.
• Telemarketing and Outbound Campaigns - Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.
• Digital Channel Support – Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.
• Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.

KEY PERFORMANCE MEASURES

• Dropped Contact ratio
• Service Level Score
• Mystery Shopping Score
• Customer Satisfaction Score
• Quality Assurance Score
• Social Media and Email Handle Time

IMPORTANT RELATIONSHIPS

• All Branches and Relationship Units
• All Head Office Departments
• All Customers
• Industry Stakeholders – Other Banks, Telcos (Safaricom and Airtel), IPSL (Pesalink)

KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES

Skills and Competencies

• Customer Centric
• Excellent written and oral communication skills.
• Strong collaboration skills
• Analytical and problem-solving skills
• Good interpersonal and rapport building skills.
• Strong time management and organizational skills
• Risk Intelligence
• Self-driven, autonomous and result oriented individual.
• Flexible and adaptable working approach,
• Emotional Intelligent
• Ability to work independently, with minimal supervision.
• Experience in Contact Centre or banking industry.

Experience

• One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to Contact Centre operations.

RECOMMENDED MINIMUM QUALIFICATIONS

Education Level

• Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).

Professional Qualifications

• Banking qualifications desirable

About the role:

The Area collections Executive plays a critical role in managing delinquent accounts and ensuring repayment compliance. This position involves converting overdue accounts into current customers through client visits, collection calls, and strategic follow-ups in team work with Area Business Managers and Field Sales Executives/Energy Officers to minimize default rates.

What you would be expected to do

• Convert delinquent accounts to current customers through overdue client visits and performing collection calls.
• Working with Area Business Managers and Field Sale Executives/Energy Officers to minimize default rates through follow up on delinquent customers.
• Identification, reporting and investigation of suspected Fraud or tampering cases.
• Escalation of any complex cases e.g. client complaint, tampering, fraud and working closet with the Fraud Management team.
• Training field Agents on the key Risk processes including various collection techniques, repossession etc.
• Driving operating rhythm to follow-up with Agents (Field Officers) to ensure they are completing their collection calls and repossession tasks on time.
• Examining area portfolio and repayment trends and laying down daily, weekly, monthly strategies to drive better collection rates from delinquent customers.
• Conducting mystery market visits to confirm the quality of sales and obtain different insights from different areas to enhance strategic direction and mitigate problems of delinquent accounts and repayments.
• Providing weekly updates to Sales and Risk management teams on-field interventions performed and results achieved, along with customer insights.
• Designing, piloting, and operationalizing collection processes necessary for ensuring better repayments and customer satisfaction.

You might be a strong candidate if you

• Hold a bachelor's Degree preferably a Criminology related course 
• Have at least 2 years of experience preferably in the Collections or Fraud Identification & Investigation
• Possess credit management Experience in a MFI/Bank/Fintech/PAYGO company (added advantage).
• Demonstrate excellent people relations skills.
• Exhibit fraud detection & Investigation skills.
• Show attention to detail.
• Possess advanced excel skills.
• Have problem-solving abilities.
• Display good communication and presentation skills.
• Have good planning and Organization skills.  
• Possess previous work experience in Field collections (added advantage).

Duties

Job Overview

• The job holder serves as a senior Public Health Specialist supporting Division of Global HIV and Tuberculosis (DGHT)/President's Emergency Plan for AIDS Relief (PEPFAR) activities for the implementation, coordination, monitoring and evaluation of assigned public health program activities and studies.
• Job holder plays an essential role in developing annual program strategies, budgets, and drafts regular progress reports related to program activities. Job holder’s duties include technical support, advice and guidance, day-to-day program and administrative management and coordination and collaboration with colleagues of other agencies and public health entities that administer similar public health programs in Kenya. Job holder leads strategic public health activities as assigned. Serves as the subject matter expert (SME) in their own technical areas to provide guidance and insight to the team. Job holder engages with key stakeholders within and outside USG (mid to high level) to ensure alignment and support for organizational goals and to identify the opportunities and improvement for programs. Job holder coordinates funding, report compliance and administrative recordkeeping with the implementing partners to assure projects are conducted in accordance with the implementing agreement and that USG funds are appropriately utilized. The position requires public health technical knowledge, results-oriented analytical skills, advocacy, and constant and clear communication with implementing partners, non-governmental organizations (NGOs), and host country ministries responsible for public health systems strengthening programs.

Qualifications and Evaluations

Requirements:

All selected candidates must be able to obtain and hold a:

• Police Clearance Certificate
• All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.  
• Selected candidate must be able to begin working within a reasonable period of time [4 weeks] upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements:

• Doctoral level (terminal) degree, Doctor of Public Health (DrPH), Doctor of Medicine (MD) or host country equivalent degree in public health, economics, health economics, or health policy is required.
• Please address this factor in your ERA application under Education.

Evaluations:

• You will be evaluated against the qualifications and requirements in this vacancy announcement. 
• You may be asked to complete a pre-employment language or skills test.
• You must complete the application form and provide the required documents.  Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed.  If you fail to submit a complete application, then your application may be disqualified for this position. 

Qualifications:

Experience:

• Five years of mid to senior level public health experience in developing, implementing and evaluating public health programs or development assistance programs that involve coordination with an international agency or implementing partner is required.
• Please address this factor in your ERA application under Major Duties and Responsibilities.

Language: 

• English: Level 4 - Fluent; speaking/reading/writing, may include the ability to translate
• Kiswahili Level 4 - Fluent; speaking/reading/writing, may include the ability to translate

Duties and Responsibilities

• Create periodic high-quality written and visual reports and presentations for program teams and donor reporting.
• Translate analytical output into useful insights for decision-making.
• Provide support during trainings and mentorships of MLE field teams, in preparation for the routine report dissemination with programs. 
• Explore new and innovative analytical and visualization tools and avenues to showcase MLE work
• Routinely attend meetings within MLE and across various programs as required.
• Identify innovative methods or tools for conducting MLE work & pilot these innovations.

Key performance Indicators

• Timely report development and dissemination to the program.
• Effective presentation of KPIs on relevant dashboards.
• Periodic delivery of analytical output in new areas/with new tools.
• Fluency in the articulation of findings both orally and in written form through reports, visuals.

Requirements

• Bachelor's Degree in Statistics, Data Journalism, Mathematics or Economics.
• Working knowledge of at least one data and image visualization software – Tableau/PowerBI, Piktochart, Canva, Adobe Photoshop, or GIMP.
• Ability to work with Microsoft office tools that is, Word, PowerPoint, and Excel. 
• Experience in developing reports and presentations from data analysis output/ transforming data into insight.
• We are seeking a talented report writer who possesses outstanding writing abilities, along with a flair for creativity or a strong interest in design.
• Should have the ability to work with large amounts of information and see the ‘bigger picture’
• Strong critical thinking: the ability to look at numbers, trends and data and come to new conclusions based on findings,
• Self-motivated; excellent communication abilities; Innovative and able to think outside the box; Meticulous attention to detail and a passion for data.
• Must be confident when making presentations to a large audience and facilitating meetings. 
• Proven experience in data analytics or data visualization.
• Proven ability to work with tight timelines. 

Responsibilities

• Verifying and Compiling Mpesa data submitted from the Field and sharing it with finance for payment.
• Proper record keeping for all Mpesa entries done.
• Prompt and accurate transfer of data to Mpesa Output.
• Making follow-up on the submissions of returns from the Counties to ensure prompt processing of and validation of data.

Required skills and experience: 

• A minimum of 2 years’ experience providing data entry and data management technical support to projects and health facility staff.
• Intermediate to advanced knowledge of Microsoft Excel.
• Excellent computer skills including high proficiency in Microsoft Office suite -MS Word, PowerPoint, Outlook, Access and Excel.
• Good Interpersonal communication skills.
• Ability to work and deliver under high-pressure.