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Digital Operations – Nairobi, Nairobi
Job Purpose:
- This role involves assisting customers with account inquiries, transaction issues, digital onboarding and troubleshooting technical problems while ensuring a seamless and secure banking experience.
- Job holder is the first level support responding to digital channel related requests, queries and complaints raised by Customer service and support desks.
Key Responsibilities:
Operational (Customer):
- Respond to customer inquiries related to digital banking services and platforms. (Mobile apps, internet banking, USSD & APIs).
- Assist customers with account access, fund transfers, bill payments and other digital transactions.
- Troubleshoot and resolve technical issues related to login errors, app malfunctions or failed transactions.
- Escalate complex technical problems to ICT or digital factory team for resolution.
Support customers through the digital onboarding account opening and registration process. (OTG, E-Commerce) - 100% adherence to policies, procedures, and statutory guidelines in processing Channel requests – Identify and manage/escalate risks at their level.
Financial:
- Review reconciliations and processing of non-stop transactions and reversals on reconciliation exceptions reports.
- Perform daily reconciliations to ensure all transactions are accurately recorded and settled within T+1 timelines. (Pesalink, Western union, and MoneyGram).
- Escalate delays or discrepancies that risk breaching T+1 deadlines.
- Ensure float recalls and pay bill balance sweeps are processed timely to avoid service disruptions.
- Timely vendor invoice processing to avoid penalties and service disruptions.
Initiatives (Internal Processes):
- Document customer complaints, feedback, and recurring issues for service enhancement.
- Participate in digital channel product testing. Product User Acceptance Testing (UAT) and ensuring that functions/features are working as expected.
Enablers:
- Ensure compliance with regulatory standards (AML, CBK Prudential guidelines).
- Monitor and report suspicious account activities or potential fraud cases.
- Preparation of daily, weekly, monthly, or quarterly management reports as may be required to facilitate regulator requests and decision making.
Academic / Professional Qualifications / Membership to professional bodies/ Publication:
- Bachelor’s degree in finance, business, IT, or related field.
- Relevant professional qualifications in banking/added advantage.
Work Experience Required:
- 2+ years relevant experience in a financial institution, fintech or customer support.
- Familiarity with digital banking apps, payment gateways and online security protocols.
Competencies:
- Strong communication and problem-solving abilities.
- High attention to detail and accuracy.
- Customer centric, proactive, and innovative mindset.
- Ability to multitask in a fast-paced environment.
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 22nd April 2026.
