Digital Channels Officer – Digital Financial Services at Family Bank Ltd

DIGITAL CHANNELS OFFICER-DCNO02/25
REPORTING TO : BRANCH MANAGER

Job Purpose:

• The incumbent will be responsible for Championing uptake of DFS products while ensuring exceptional relationship management for retention.

Duties and Responsibilities

Acquisition:

• Recruit new customers by opening accounts virtually, onboarding credit card customers, prepaid card customers, debit card customers, virtual loan customers, and new online banking customers.
• Drive recruitment of Agents, Merchants, and M-PESA Float Agents in the branch in line with laid-down standards and CBK guidelines while tracking performance.
• Drive uptake of DFS products in the branch in line with agreed KPIs.

Retention & Monetization:

• Guide Agents, Merchants, and M-PESA Float Agents in their respective branches through the uptake processes and procedures, provide follow-up support, assist with replenishment of materials, resolve complaints, and offer general guidance to ensure nil dormancy.
• Appraise agent activities in the branch by providing regular updates on the agent network and ensure excellent customer service delivery in agent and merchant business by promoting stellar customer-centric practices in line with the Bank's policies.
• Work with the branch team to provide continuous one-on-one agent training on operations and product knowledge, including training and awareness on Anti-Money Laundering (AML/CFT).
• Ensure Family Bank Agents and Merchants are visible with proper branding and collaterals.
• Coordinate seminars, forums, and market storms for Agents and Merchants, and provide platforms for feedback sharing.
• Support the branch in activating dormant PesaPap accounts and renewing dormant cards.
• Ensure adherence to the Central Bank of Kenya (CBK) guidelines on agent banking by sensitizing Agents and Merchants on compliance requirements.
• Collaborate with the DFS Head Office team to resolve operational issues affecting DFS business and drive uptake of DFS innovations in the branch.
• Conduct periodic visits to Merchants and Agents to drive Family Bank POS usage and ensure dormancy levels remain below 5%.
• Ensure that at least 90% of transactions are migrated to digital channels.
• Report potential and actual money laundering risks, including suspicious transactions, in line with AML policies and procedures, while ensuring adherence to the Data Protection Act.
• Mentor new Digital Channels Officers by providing guidance on business growth.
• Perform other duties and responsibilities as assigned by the Branch Manager, DFS Sales Manager, Head of Digital Financial Services, Channels Managers, or Regional Unit Leads.
• Note: This job description may be subject to change from time to time in line with the Bank’s strategic direction.

Qualifications

• Bachelor’s degree in Commerce or a business-related field.
• Minimum of 1 year of sales experience in banking, preferably in digital sales.
• Creative in the sales process and able to work effectively in high-pressure environments to meet targets.
• Excellent interpersonal and communication skills.
• Strong organizational skills with the ability to quickly assess and prioritize.
• High level of integrity.
• Willingness to travel.
• Passion for sales and customer engagement.
• Mature, self-motivated, and results oriented.
• Proficient in Microsoft Office applications.
• Fluent in English and Swahili.

Key Competencies and Attributes

• Demonstrates understanding of the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, maintains high levels of professionalism, pursues continuous professional development, and ensures adherence to the Data Protection Act.
• Exhibits excellent people management skills, team motivation, and leadership competence.
• Goal-focused and able to identify business opportunities.
• Build networks and maintain strong professional relationships.
• Effectively manages and influences others to achieve results.
• Shows passion and drive to deliver results even under challenging circumstances.
• Pleasant personality with the ability to relate well in diverse social setups and teams.
• Upholds high standards of professionalism, integrity, and respect for others.