Relationship Officers – Operations & Customer Service at SMEP Microfinance Bank

RO-OPS&CS 07/24/HRD

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

•  To champion and support the Spiritual formations and rhythms in the Bank, in order to maintain a focus on the Bank’s Christ-centered culture.
•  To promote spiritual growth among fellow staff, customers and other associated parties.
•  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