Assistant Manager, Product Support at I&M Bank
Job Description
Job Summary
This role is responsible for providing first-line support to customers using digital banking products and services. The officer will troubleshoot technical issues, assist with product inquiries, and ensure a seamless digital banking experience. The role involves working closely with the Product Support Lead and other teams to resolve customer issues and improve product functionality.
Key Duties & Responsibilities
Financial:
- Ensure efficient resolution of customer queries to minimize operational disruptions and service costs.
- Adhere to operational guidelines to reduce losses from service failures and customer disputes.
- Identify areas for automation to enhance efficiency in issue resolution.
Customer:
- Provide first-line support for digital banking products, including mobile apps, online banking, and digital services.
- Troubleshoot and resolve customer-reported issues, ensuring timely and effective solutions.
- Assist customers with product inquiries, usage guidance, and feature explanations.
- Conduct regular follow-ups with customers to confirm issue resolution and ensure customer satisfaction.
- Escalate complex issues to the appropriate teams for resolution.
Internal Processes:
- Document and track customer interactions, issues, and resolutions in the support ticketing system.
- Share logs and information with ICT support for technical troubleshooting.
- Conduct routine checks on digital banking solutions to identify and resolve operational anomalies.
- Participate in User Acceptance Testing (UAT) to validate new features and system enhancements before deployment.
- Ensure adherence to internal controls and operational guidelines to minimize risks and service disruptions.
Enablers:
- Work closely with the Product Support Lead and Product Manager to identify recurring issues and recommend improvements.
- Collaborate with ICT, Customer Service, and Compliance to streamline support processes.
- Participate in training sessions to enhance knowledge of digital banking products and customer support best practices.
- Assist in training bank staff on new systems, products, and policy updates.
- Maintain accurate records of all customer interactions and issue resolutions for reporting purposes.
- First-line resolution of customer issues related to digital banking products.
- Tracking and escalating unresolved issues to the appropriate teams.
- Ensuring compliance with SLAs for issue resolution.
- Managing vendor invoices, ensuring accuracy, timely uploading, and approvals.
- Maintaining an updated knowledge base for support processes.
Educational Qualifications, Experience, & Skills required
- 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 5 years of experience in customer support, preferably in the banking sector.
- Strong knowledge of digital banking products and core banking systems.
- Experience in handling vendor invoices and coordinating approvals.
- Troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in support ticketing systems and CRM software.
- Strong time management and ability to prioritize tasks.
- Customer-centric approach with empathy and patience.
