Associate – Customer Service (OCT Branch)

I&M Bank is hiring an Associate – Customer Service (OCT Branch) to join its Customer Service team in Nairobi. This Associate Customer Service jobs in Nairobi opportunity is ideal for customer-focused banking professionals looking to build their career in financial services while delivering exceptional customer experience and supporting branch operations.

Key Job Information

• Position: Associate – Customer Service (OCT Branch)
• Company: I&M Bank
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Experience: 1–2 Years
• Industry: Banking
• Application Deadline: 31st July 2026

About I&M Bank

I&M Bank is one of East Africa’s leading financial institutions, providing innovative banking solutions to individuals, SMEs, and corporate clients. The Bank is recognized for delivering excellent customer service while embracing technology, innovation, and operational excellence.

With a strong commitment to professional growth and customer satisfaction, I&M Bank offers employees the opportunity to build rewarding careers in a collaborative and high-performance environment.

Associate – Customer Service (OCT Branch) Job Description

The Associate – Customer Service will be responsible for delivering efficient customer service while processing customer instructions accurately and ensuring compliance with banking procedures. The role supports daily branch operations, customer onboarding, product sales, and secure handling of customer documentation and banking instruments.

The successful candidate will also play a key role in enhancing customer satisfaction by responding to enquiries, resolving complaints, and promoting the Bank’s products and services.

Key Responsibilities

• Receive, verify, authenticate, and process customer instructions including RTGS, Telegraphic Transfers, Fixed Deposit Receipts, Forex conversions, stop payments, Treasury Bills, cheque book requests, and card applications.
• Prepare audit confirmations, balance certificates, interest certificates, and customer opinion letters.
• Ensure complete and accurate account opening documentation while following up on outstanding requirements.
• Facilitate customer access to safe deposit lockers in accordance with Bank procedures.
• Respond promptly to walk-in customer enquiries regarding account opening and banking products.
• Handle customer complaints and enquiries through written and verbal communication channels.
• Cross-sell the Bank’s products and services while acquiring new customers and active business accounts.
• Order cheque books and debit cards according to customer specifications.
• Maintain secure custody and proper management of cheque books and payment cards.
• Collect applicable service charges in accordance with the Bank’s tariff to eliminate revenue leakage.

Required Qualifications

• Bachelor’s degree in Business, Banking, Finance, or a related field.
• At least one (1) year of relevant experience in a customer service or banking operations role.
• Strong understanding of branch banking operations and customer service processes.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship management skills.
• Ability to process transactions accurately while maintaining confidentiality.
• Proficiency in speaking the Chinese language is mandatory for this role.

Preferred Qualifications

• Experience working in a commercial banking environment.
• Knowledge of banking products and customer onboarding procedures.
• Strong sales and cross-selling capabilities.
• Ability to work effectively in a fast-paced customer-facing environment.

Benefits and Compensation

• Opportunity to work with one of Kenya’s leading commercial banks.
• Professional development and continuous learning opportunities.
• Exposure to modern banking operations and customer relationship management.
• Collaborative and performance-driven work environment.
• Competitive salary and comprehensive employee benefits package.

How to Apply for Associate – Customer Service (OCT Branch) Jobs at I&M Bank

Qualified candidates who meet the above requirements are encouraged to submit their applications through the official I&M Bank Careers Portal before 31st July 2026. Ensure your CV highlights your customer service, banking operations, communication skills, and language proficiency.

Only shortlisted candidates will be contacted for the next stage of the recruitment process.