Relationship Officers - Operations & Customer Service at SMEP Microfinance Bank

The job holder will be responsible for processing customer instructions relating to Cash, Cheque and Digital Banking Channels transactions, growth of Non-funded income and ensuring compliance to Operational processes and procedures. They will also champion the delivery of excellent customer experience within the unit.

KEY DUTIES AND RESPONSIBILITIES

• Actively drive growth in customer numbers and ensure full adherence to the customer on-boarding Policies and Procedures.
• Cash handling & cheque processing and ensuring accurate update of the various transactions on the T24 core banking system.
• Ensuring sufficient controls in cash management both for the tills and vault as well as transactions processing.
• Ensure that all items cashed are within laid-down limits and refer all transactions exceeding limits to the appropriate area for authorization.
• Adequate cash stock management with buying and selling from the vault as appropriate.
• Ensure strong adherence to anti money laundering (AML) and know your customer (KYC) policy guidelines.
• Compliance to policies, procedures and regulations ensuring that all processed performed are within the banks policies and procedures.
• Analyze and reconcile daily transactions (360 degrees view) ensuring exceptions are addressed.
• Ensure maintenance of proper records and control of all relevant registers and files
• To identify and report suspicious transactions to the AML Officer on a timely basis.
• Drive account utilization and uptake of banks products through cross selling. Maintain a high level of customer satisfaction that grows the business through referrals and repeat business.
• Handle with accuracy both incoming and outgoing customer telephone correspondence.
• Support in rollout and grow utilization of the digital banking channels.
• Maintain SLA in processing customers’ instructions relating to all banks processes.

QUALIFICATIONS AND COMPETENCIES:

• A minimum grade of C+ (plus) in KCSE
• An undergraduate Bachelor’s degree or Diploma in Business related courses from a recognized institution.
• Knowledge in Relationship Management, Project Management, Process Reengineering, Digital Channels Management as well as relevant experience in the Banking sector will be an added advantage.
• Good customer service skills
• Proficiency in ICT with good data entry skills is mandatory .
• Ability to analyze and interpret both customers’ and financial statements.
• Clear understanding of microfinance/banking industry is an added advantage.
• Possess good risk management skills.
• Good interpersonal & communication skills with excellent customer service skills.
• A team player with the drive to improve performance.
• Self-driven and possess the ability to work with minimum supervision.
• Ability to work independently under minimum supervision.
• Strong Christian values, commitment, and passion for the transformation of the population.
• Aged between 24 and 30 years