HFCB Group Plc is an integrated financial solutions provider that is registered as a non–operating holding company (under the Banking Act Cap.488) and regulated by the Central Bank of Kenya (CBK) and the Capital Markets Authority (CMA). The Group is a public limited company with interests in Banking, Property and Insurance, and is listed at the Nairobi Securities Exchange. For more information on our banking, property and insurance solutions, please visit www.hfcb.co.ke The Group has 4 main entities: HFCB Limited – Full-Service Banking, HFCB Properties Limited – Property/Real Estate Solutions, HFCB Bancassurance Intermediary – Insurance Solutions & HFCB Foundation Limited – ESG/Sustainability.

On the back of a strong growth trajectory and in a bid to power the business, HFCB Limited is looking to recruit dynamic and results-oriented Branch Service Ambassadors.

About the Role

The Branch Service Ambassador serves as the first point of contact for clients, providing personalized assistance and ensuring a seamless banking experience. This role is responsible for greeting clients, understanding their needs, and directing them to the appropriate banking services or personnel. The Concierge will also handle administrative tasks, resolve client inquiries, and maintain a welcoming environment in the branch.

Key Accountabilities

Client Interaction and Service:

• Greet clients warmly upon arrival and provide a professional, friendly, and approachable presence.
• Assess client needs and direct them to the appropriate banking services, such as tellers, relationship managers, or loan officers.
• Provide information on banking products, services, and promotions.

Administrative Support:

• Manage the branch lobby, ensuring it is tidy and welcoming.
• Schedule appointments for clients with banking specialists.
• Assist with client onboarding processes, such as account opening documentation.

Problem Resolution:

• Address and resolve client inquiries or concerns promptly and professionally.
• Escalate complex issues to the appropriate department or manager when necessary.

Customer Experience Enhancement:

• Anticipate client needs and offer personalized solutions to enhance their banking experience.
• Maintain a strong knowledge of the bank’s products, services, and policies to provide accurate information

Operational Support:

• Assist with branch operations, such as managing queues, coordinating client flow, and ensuring efficient service delivery.
• Collaborate with other team members to ensure a cohesive and client-focused environment.

Qualifications

• University Degree preferably in Business related field such as Economics, Finance & Accounting from accredited institution/university.
• 1-2 years of experience in customer service, hospitality, or banking (preferred but not required).

Competencies

• Customer-centric attitude.
• Attention to detail and organizational skills.
• Ability to maintain confidentiality and handle sensitive information.
• Team player with a positive attitude

• Greet clients warmly upon arrival and provide a professional, friendly, and approachable presence.
• Assess client needs and direct them to the appropriate banking services, such as tellers, relationship managers, or loan officers.
• Provide information on banking products, services, and promotions.
• Manage the branch lobby, ensuring it is tidy and welcoming.
• Schedule appointments for clients with banking specialists.
• Assist with client onboarding processes, such as account opening documentation.
• Address and resolve client inquiries or concerns promptly and professionally.
• Escalate complex issues to the appropriate department or manager when necessary.
• Anticipate client needs and offer personalized solutions to enhance their banking experience.
• Maintain a strong knowledge of the bank’s products, services, and policies to provide accurate information
• Assist with branch operations, such as managing queues, coordinating client flow, and ensuring efficient service delivery.
• Collaborate with other team members to ensure a cohesive and client-focused environment.

• Customer-centric attitude.
• Attention to detail and organizational skills.
• Ability to maintain confidentiality and handle sensitive information.
• Team player with a positive attitude

• University Degree preferably in Business related field such as Economics, Finance & Accounting from accredited institution/university.
• 1-2 years of experience in customer service, hospitality, or banking (preferred but not required).