Digital Financial Solution Agents at Gulf African Bank

To champion uptake of DFS channels through quality customer engagements and ensure customer success. The role holder will drive acquisition of new subscriptions onto digital channels, cross-sell digital solutions and enhance utilization of digital channels for both existing and NTB customers.

Key Responsibilities:

• Business Development
• Drive GAB Collect Merchant recruitment as per the established process and track performance.
• Carry out periodic and regular visits to the GAB Collect Merchants to drive usage and ensure that dormancy levels are below the defined threshold
• Support deposit mobilization by monitoring and ensuring GAB Collect Merchants meet the throughput threshold for sustainability.
• Drive Credit Card sales and acquisition programs.
• Coordinate Market Storms for customer acquisition with Branch Teams.
• Ensure GAB Collect Merchants are visible with the correct branding collaterals.
• Retention
• Provide guidance to New To Bank customers on how to get started with using digital channels.
• Support in managing dormant GAB Collect Merchants and ensure utilization.
• Support utilization and customer education campaigns.
• Enable channels for customer feedback and facilitate action where required.
• Relationship Management
• Effectively manage assigned portfolios by establishing trust and driving growth in transacting customers.
• Respond to all customer queries as per the agreed Service Level Agreements (SLAs)
• Ensure that all customer information and queries are treated in line with confidentiality agreements as per employment contract with the Bank and HR policies.
• Compliance & Operational Excellence
• Actively engage support functions to drive efficiency and growth.
• Review portfolio trends every month with the line Manager to ensure desired conversion and growth are on-track.
• Ensure full compliance with Consumer Protection guidelines.
• Comply with internal and regulatory requirements.
• Timely submission of reports and adherence to internal SLAs.
• Comply with operational and credit policies during client onboarding and servicing.
• Ensure accurate recording of all customer engagements and interactions.
• Brand and Support
• Act as a brand ambassador by upholding and promoting the bank’s image.
• Address and escalate customer issues promptly, ensuring timely resolution.
• Support overall bank growth strategies by participating in campaigns and team initiatives.
• Business Targets:
• Business targets will be agreed with Manager DFS and signed off in the annual performance contract.
• The targets will be based on:
• Number of customers onboarded on tills
• Percentage of tills transacting as per set minimum threshold volumes
• Conversion of dormant tills to active tills
• Ensure 100% of active GAB Collect Merchants are fully branded
• Number of credit cards on boarded.
• Quality of stakeholder engagement and issue resolutions.
• Internal process improvement contributions.

Qualifications and experience

• Bachelor’s Degree in any discipline from a recognized institution.
• Strong interpersonal skills with the ability to build lasting relationships.
• Excellent communication and presentation skills.
• Life skills – the confidence and ability to relate to people from varied circumstances and walks of life.
• Awareness of financial services.
• Possess public relations skills in both formal and social gatherings and ability to establish and maintain effective working relationship with those interacted with in the course of carrying out duties.
• High Integrity.
• Proficiency in use of Microsoft Office Packages.
• Must be fluent in English and Kiswahili.
• Sales and customer service experience is an added advantage