The Associate, Card Settlements is responsible for handling cardholder calls, queries, correspondences, and complaints on matters relating to card operations and associated service offerings. The role ensures compliance with established bank service level standards, procedures, and the customer service charter to maintain high levels of customer satisfaction.
Key Responsibilities
Customer Support: Attend to daily calls and communications received from cardholders on all matters relating to card products, account operations and associated service offerings.
Query Management: Logging in and tracking of all cardholder received queries and disputes and follow-up with respective stakeholders to ensure the issues reported therein are promptly addressed and appropriate feedback shared with cardholders.
Walk-in Support: Face to face meeting with walk-in cardholders to discuss and address matters relating to their account operations and any other service offering.
Account Maintenance: Management of all card account maintenance requests regarding static data maintenance and account status management as requested by the cardholder, verified and approved by the unit supervisor.
Statement Coordination: Coordinate with respective bank stakeholders to ensure cardholder statements are properly generated on the respective card billing dates and successfully send to cardholders through email.
Card Distribution: Receipt of cards from the personalization agent, repackaging with associated cardholder letters and distribution through the bank branch network using the established delivery channels.
Card Collection Engagement: Notification and continuous engagement of cardholder to collect their cards once processed at the cardholder designated point or branch collection.
Activations: Engage branches, cardholders and systems support staff to ensure card activations are promptly processed and advised to cardholders within the established TATs.
Reconciliation: Reconcile all cards received from the personalization vendor against embossing records as shared by the Card Production unit to ensure all and only bank approved and processed cards are personalized by the vendor.
TAT Tracking: Track all cards processing for production and delivery to the service branches and outlets within the agreed TATs.
System Updates: Ensure treasury rates are updated on Way4 daily.
Strategic Alignment: Uphold the bank Imara 3.0 strategy and be a change maker as per the Pamoja narrative.
Requirements and Qualifications
Academic: Bachelor’s degree in a Business-related field from a recognized institution.
Professional: Competences in Microsoft Offices Packages on MS EXCEL, MS WORD, POWERPOINT.
Experience: 2 Years’ experience in Card Operations within the Banking Industry.
Knowledge: Knowledge on Banking and Accounting Applications.
Skills and Competencies
Good business communication (written and verbal) skills.
Must have a good time management skills.
Should have a good interpersonal skill and be able to interact with all levels of personnel within and outside the Bank.
Proficiency in the use of computers – Ms Office, relevant banking software.
Good Problem Solving and analytical skills.
How to Apply
Interested and qualified candidates should apply online via the I&M Bank career portal on imbank.bamboohr.com. You can access the application link directly here: Apply Now. Ensure your application is submitted by April 22, 2026.
How to Apply
Interested and qualified candidates should apply online via the I&M Bank career portal on imbank.bamboohr.com. You can access the application link directly here: Apply Now. Ensure your application is submitted by April 22, 2026.
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