Contribute as appropriate to the performance of the function and the overall achievement of the Bank’s strategic objectives.

Technical and Operational Responsibilities

1. Provide efficient and effective customer service to customers

2. Support the Help Desk Operations and ensure timely response/escalation of customer queries

3. Timely update of Helpdesk tracker and ensure timely closure of customer queries

4. Contribute to the improvement of digital customer experience across all Channels

5. Support initiatives to strengthen customer relationships through effective channel innovation, delivery, training and administration in accordance with the Bank’s vision to be a World Class Modern Central Bank

6. Contribute to the development and implementation of strategies that lead to increased use of the available Banks digital channels

7. Perform daily reconciliation of Government payments & distribution of related reports

8. Prepare and distribute County High Value report

9. Perform daily TRFS reconciliation and distribution of related reports

10. Prepare and distribute daily statistics on Government Payments to MPMC Secretariat

11. Timely suspend/stop/fastrack of Government payments upon request, in line with laid down procedures

12. Timely recall payments from commercial banks upon request and follow up for closure

13. Timely update of Recall Log

14. Input or provide first level approval of all transactions and reversals that require to be processed manually

15. Input or provide first level for SWIFT messages for confirmation of payment requests from commercial banks

16. Escalate to Senior Manager issues, queries and complaints from customers that may need further consultation/guidance

17. File all transactions documents and correspondence for the Section

18. Draft responses to correspondence/customer queries via letters

19. Ensure timely attendance to over-the-counter queries by customers

20. Provide information/data as requested by Investigative Agencies, in line with laid down procedures

21. Log and update risk incidences in line with laid down procedures

22. Continuously engage stakeholders for feedback for improvement of service delivery.

23. Participate in the training of National, County Governments and Internal customers of the various digital channels

24. Provide input into the systems requirements during implementation of systems

25. Participate as inputter or first level approver in the testing of systems that affect Banking functions

26. Support the delivery and implementation of the upgraded Online Banking Platform.

Other Responsibilities

1. Audit tellers cash tills at the close of business

2. Assist in preparation of the Section Strategic Plan

3. Assist in preparation of yearly budget for Digital Channels Section

4. Provide information for input into the Training Plan

5. Implement audit recommendations

6. Maintain working relationships with appropriate external parties including Government departments, County Governments, commercial banks and other financial institutions

7. Comply with the Bank policies, procedures, guidelines and internal controls

8. Perform any other task as may be assigned from time to time.