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Customer Service Associate – Busia
Job Purpose
The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention
Key Responsibilities
- Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications
- Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
- Ensuring the completion of all Account opening Documentation and following up on deficiencies
- Facilitating customers’ access to lockers
- Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales
- Responding to all written and oral complaints and enquiries received from customers
- Handling of internal mail
- Cross-selling the Bank’s range of products and services to existing and new customers and acquire new active accounts/Business
- Ordering of cheque books and cards as per customer specification.
- Safe custody and management of Cards and cheque books
- Collection of All service charges as per bank tariff to ensure Nil income leakage
Job Specifications
Academic Qualifications
- Bachelor’s degree in business, Banking or related field
Competencies:
- Planning & Organizational skills
- Analytical skills and attention to detail
- Strong oral and written communication skills
- Interpersonal skills to manage stakeholders at all levels
- Ethics and integrity
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals
Customer Service Associate – Ruiru
Job Purpose
The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention
Key Responsibilities
- Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications
- Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
- Ensuring the completion of all Account opening Documentation and following up on deficiencies
- Facilitating customers’ access to lockers
- Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales
- Responding to all written and oral complaints and enquiries received from customers
- Handling of internal mail
- Cross-selling the Bank’s range of products and services to existing and new customers and acquire new active accounts/Business
- Ordering of cheque books and cards as per customer specification.
- Safe custody and management of Cards and cheque books
- Collection of All service charges as per bank tariff to ensure Nil income leakage
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Job Specifications
Academic Qualifications
- Bachelor’s degree in business, Banking or related field
Competencies:
- Planning & Organizational skills
- Analytical skills and attention to detail
- Strong oral and written communication skills
- Interpersonal skills to manage stakeholders at all levels
- Ethics and integrity
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals
Customer Service Associate – Narok
Job Purpose
The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention
Key Responsibilities
- Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications
- Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
- Ensuring the completion of all Account opening Documentation and following up on deficiencies
- Facilitating customers’ access to lockers
- Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales
- Responding to all written and oral complaints and enquiries received from customers
- Handling of internal mail
- Cross-selling the Bank’s range of products and services to existing and new customers and acquire new active accounts/Business
- Ordering of cheque books and cards as per customer specification.
- Safe custody and management of Cards and cheque books
- Collection of All service charges as per bank tariff to ensure Nil income leakage
Job Specifications
Academic Qualifications
- Bachelor’s degree in business, Banking or related field
Competencies:
- Planning & Organizational skills
- Analytical skills and attention to detail
- Strong oral and written communication skills
- Interpersonal skills to manage stakeholders at all levels
- Ethics and integrity
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals
Back Office Associate/Front Office Associate
Primary Responsibilities:
- Verify outward clearing items such as outward cheques, EFTs, salary transfers and uploads.
- Process outward SWIFT and RTGS Remittances.
- Verify inward clearing items such as inward cheques, direct debits and outward unpaid cheques.
- Verify and authorize in-house cheques in the system.
- Investigate and resolve customer inquiries regarding clearing items such as unpaid items, un-and reconciled items.
- Act as joint custodian of Branch vault and/or ATM;
- Mentor and coach teams.
- Conduct daily call backs.
- Reconcile the Branch suspense accounts and prepare weekly reports.
- Cross -sell the Bank’s retail products.
Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution.
- Part completion of CPA (K), ACCA or its equivalent.
- At least one to three years relevant experience.
- Excellent communication and interpersonal skills.
- Good people-management skills.
- Excellent planning and organization skills.
Cash Officer
Purpose:
The position is responsible for managing and supervising Branch cash services including Line Tellers, Merchant Tellers, Branch ATMs, cash repatriation, transaction authorization, staff training and conducting surprise checks to ensure that customers get the best in terms of service delivery in accordance to the Bank’s policy, procedures and guidelines. This is done in addition to ensuring that the Branch maintains optimum level of cash in liaison with the Central Cash department.
Primary Responsibilities:
- Authorize teller vouchers of up to Ksh. 500,000. in the Core Banking System as they are being processed;
- Reconcile cash at the end of the day through a physical cash count and monitoring the intra-day cash limits for the tellers;
- Confirm instructions and cheque payments with clients and Branches;
- Authorize prepaid cards services such as refunds;
- Custodian of Debit and Credit card PIN mailers and ensuring there destruction when not collected;
- Monitor ATMs and loading cash as and when needed;
- Ensure safe custody of cash and serialized stationery;
- Liaise with Central Cash Management for cash requirement and repatriation;
- Retrieve cash and cheque deposits from the ATM;
- Work in liaison with the Branch Operations Manager for maintenance of all equipment in the Cash department;
- EOM reconciliations and statistics/Branch metrics;
- Respond to cash related queries;
- Monitor activities in the Banking hall through the CCTV;
- Coach, mentor and train Tellers;
- Engage in performance and leave management of Tellers; and
- Cross- sell the Bank’s products and services.
Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution Professional Qualifications
- Part completion of CPA (K), ACCA or its equivalent.
- At least one to three years relevant experience.
- Technical skills;
- Ability to communicate;
- Report writing skills; and
- Numeric skills.
- Excellent communication and interpersonal skills;
- Excellent planning and organization skills; and
- Good people management skills.
Teller
Primary Responsibilities:
- Process customer transactions.
- Process in-house cheques.
- Receive outward cheques, VAT and PAYE payments.
- Process card payments such as Prepaid, Multi-currency and Narada Card
- Carry out daily call backs and filing;
- Cross- sell the Bank’s products.
- Handle customer enquiries.
- Balance cash daily in the till with the system and observe intra – day and end of day cash limits.
Person Specifications
- Bachelor’s degree in a Business related course from a recognized institution.
- Part completion of CPA (K), ACCA or its equivalent.
- At least one year relevant experience.
- Excellent communication and interpersonal skills.
- Strong planning and organization skills.
- Ability to work within a team.
Branch Operations Manager
Purpose
The jobholder is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures.
Primary Responsibilities
- Conduct daily, weekly and monthly review of operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
- Approve new accounts in line with KYC procedures.
- Ensure correct and accurate completion of all customer instructions and approve them for processing at central operations.
- Manage operational risk and ensuring compliance with controls.
- Implement audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction.
- Review and/or monitor transactions i.e. withdrawals, deposits, transfers and ensuring that any money laundering and fraudulent activities are identified.
- Proactively monitor accounts to avoid excesses and reviewing overdrawn savings accounts and non-borrowing current accounts, in addition to following up with customers as per the prescribed procedure guidelines.
- Review Inter Branch transactions report and ensure that the entries initiated by other Branches are bona fide and all outstanding items are reconciled and applied accordingly.
- Review suspense GL Accounts; Holdover and Transit GL accounts on a regular basis to ensure that entry items are reversed within acceptable time frames.
- Ensure availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met.
- Supervise front office and Back-office operations to ensure quick turnaround time on service delivery.
- Manage efficient, timely and accurate processing of customer enquiries and complaints.
- Cross-sell the Bank’s products and services.
- Ensure general maintenance of equipment and furniture at Branch level.
Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution.
- At least 5 years relevant experience.
- CPA (K), ACCA or its equivalent.
- Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
- Excellent communication and interpersonal skills.
- Excellent problem solving and decision-making skills.
- Excellent change management and people management skills.