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Branch Business Consultant -Personal Banking (Nairobi & Nanyuki)

Principle Accountabilities

Relationship Management &  Customer Service   

  • Provide clients with personalized service to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
  • Identify financial and non-financial requirements for clients by conducting a financial needs analysis.
  • Ensure clients are aware of all financial services offered by the bank’s-drive full-service bank agenda.
  • Use systems effectively for customer contact management, sales and service activity.
  • Ensure delivery of service promises for improved customer satisfaction levels.
  • Minimize client attrition.
  • Ensure set Complaint Management processes are followed and TATs are met. 

Business Development

  • Source New Business from clients through referrals, marketing activities and personal contacts.
  • Develop the customer base and expand the unit’s business growth through marketing of banking products and services.
  • Enhance HFC personal Banking sales/ revenues and promote cross-selling of bank products to all existing clients.
  • Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
  • Achieve Product Holding per customer growth targets
  • Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
  • Participate in cross departmental customer calls for marketing initiatives.
  • Drive segment-based focus products agenda and conduct branch product trainings.
  • Complete training programs allocated in line with your Role.


  • Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
  • Strong responsibility for ethical selling to customers with complete disclosure about products and services.
  • Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.
  • Ensure required approvals are obtained before authorizing payments.
  • Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
  • Ensure accounts are not overdrawn without authorization.
  • Adhere to set processes and procedures

Key Competencies and Skills

Technical skills

  • Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
  • Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
  • Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
  • Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
  • Intricate understanding of products pertaining to customers both internal and external (competitors).
  • Basic market knowledge of various investment vehicles / markets/ economics.
  • Strong interpersonal skills and appreciation for diversity.
  • Team player with ability to train, develop and mentor junior staff.
  • Relationship Management skills.
  • Networking Skills.

Personal attributes

  • Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well-developed oral and report-writing skills, and have the ability to work individually and as part of a team.
  • Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
  • Personal Ethics: You must be honest, fair, just but firm with self, and of high integrity.
  • Negotiation Skills: You must be a good negotiator, particularly in changing behavior and work practices, but always seek a win-win outcome.
  • Amiable personality. 

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

  • Bachelor’s degree in a business-related field
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Work Experience:

  • Minimum 3 years’ experience in a similar job with a financial services institution.

Collections Officer

Principle Accountabilities

  • Reviewing and identifying accounts in early arrears and recommending the best plan of action for resolution. 
  • Implementing approved action plans and monitoring performance of accounts to ensure that objectives are met. 
  • Keeping requisite data on assigned portfolio that is to be used in production of reports.
  • Use analytics dashboards to flag and highlight incidences that reflect heightened risk profiles and non-adherence to loans covenants.
  • Conducting customer call visits to access business performance for SMEs and Corporate clients. 
  • Ensure accurate Collections Progress Reports (CPR) that is detailed on assigned portfolio are generated and reviewed. 
  • Reduction of monthly provisioning from current average and accounts migration. 
  • Coordinating with external service providers e.g. brokers and insurance companies on the recovery process for assigned accounts where necessary (asset finance & IPF). 

Key Competencies and Skills

  • Knowledge of CRM software and Microsoft Office Suite – Intermediate excel skills 
  • Solid customer service attitude with excellent negotiation skills 
  • Knowledge of KYC/AML compliance requirements 
  • Astute product knowledge 
  • Knowledge of portfolio management 
  • Commercial acumen 
  • Analytical skills 
  • Knowledge of relevant laws and regulations governing debt collection practices 
  • Proficiency in evaluating credit risk and making informed decisions on debt repayment plans based on risk assessment. 
  • Familiarity with credit scoring systems and models to evaluate credit risk accurately. 

Minimum Qualifications, Knowledge and Experience

  • Bachelor’s degree in finance, Business, or a related field preferred.
  • 3 years’ experience, two of which should be in credit / lending in a debt management / collection functions or credit analysis.


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