Customer Service Representative

Key responsibilities

• Account & Transaction Management.
• Promote digital banking channels and meet utilization targets.
• Review and validate account opening documents, KYC requirements, and customer instructions.
• Check account standing before processing transactions.
• Process customer instructions; fund transfers, standing orders, cheque clearing, and payments, as per confirmed requests and service standards.
• Service Fulfilment & Documentation.
• Process outbound payments and transfers in a timely manner.
• Liaise with payment service providers, correspondent banks, and clearing houses.
• Execute the provision of all transaction documents- payment confirmations, SWIFT copies, receipts, and statements.
• Coordinate with Treasury and Operations on foreign currency transactions and correspondent banking requirements.
• Transaction Monitoring & Complaints Management.
• Follow up on transactions until funds are credited or debited to customer accounts on time.
• Investigate transaction delays, update the core banking system with reason codes, and report to concerned parties.
• Manage claims related to delayed transactions, failed payments, chargebacks, and incidents.
• Verify and investigate complaints and claims and handle approved compensation in the core banking system.
• Reporting & General Tasks.
• Prepare and submit day-to-day operations and performance reports.
• Respond to customer requests professionally and maintain excellent relationships.
• Resolve core banking system-related issues and maintain customer master data.
• Execute reversals, chargebacks, and refund processes where necessary and approved.
• Participate in meetings and projects on demand.
• Commit to the bank’ s and department’ s policies and procedures.
• Qualification and Experience.

Candidate requirements

• Location Nairobi
• Job Field Customer Care, Success and Service &nbsp.

Required skills