Background

Caritas Microfinance Bank is a licensed microfinance bank regulated by Central Bank of Kenya. Caritas MFB offers a full range of innovative and customized financial services with a special focus on the unbanked and underbanked. Its headquarters are located in the Nairobi CBD. Caritas MFB was formed to provide affordable, innovative and customized financia...

Job Purpose

The incumbent will be responsible for championing the adoption, utilization, and growth of digital channels at the branch level while ensuring excellent customer and relationship management, regulatory compliance, and reduction of dormancy across digital channels. The role focuses on onboarding, training, supporting customers, and driving digital transaction growth in line with the bank’s digital transformation strategy

KEY RESPONSIBILITIES

• Onboard and support customers, agents, and merchants on all Digital Financial Services, including Mobile Banking, Internet Banking, Agency Banking, Lipa na Caritas, Caritas Pay Portal, ATM (Debit and Prepaid Cards), and Caritas Chama.
• Conduct customer, merchant, and agent training to promote adoption, usage,and self-service across all digital channels.
• Recruit, onboard, and monitor agents and Lipa na Caritas merchants to ensure compliance, operational efficiency, and sustained activity.
• Drive growth in digital channel registrations, active usage, merchant acquisition, and transaction volumes.
• Implement initiatives to reduce dormancy by reactivating inactive customers and promoting continuous use of digital platforms.
• Champion migration of transactions from branch counters to digital channels to improve efficiency and customer convenience.
• Provide first-level support for digital channel issues and escalate technical or operational matters as required.
• Train branch staff and support internal capacity building to ensure effective promotion and support of digital channels.
• Monitor performance of digital channels, agents, and merchants and provide regular performance reports to branch management and Head Office.
• Ensure compliance with internal policies and regulatory requirements relating to digital financial services, agency banking, and merchant payments.
• Prepare and submit accurate and timely regulatory and management reports as required.
• Promote customer retention through effective relationship management and excellent service delivery.
• Ensure all SLAs relating to different partners and channels are met.
• Support account acquisition and growth through digital onboarding initiatives.
• To perform any other duty as assigned in line with the organization goals and objective

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Bachelor’s degree in business, Finance, ICT, or related field
• Minimum of 1–3 years’ experience in banking, digital channels, agency banking, or related role
• Knowledge of digital channels in banking setup and regulatory requirements is an added advantage
• Must be self-driven; possess excellent administrative, communication and interpersonal skills, strong organization, and negotiation skills.

• Onboard and support customers, agents, and merchants on all Digital Financial Services, including Mobile Banking, Internet Banking, Agency Banking, Lipa na Caritas, Caritas Pay Portal, ATM (Debit and Prepaid Cards), and Caritas Chama.
• Conduct customer, merchant, and agent training to promote adoption, usage,and self-service across all digital channels.
• Recruit, onboard, and monitor agents and Lipa na Caritas merchants to ensure compliance, operational efficiency, and sustained activity.
• Drive growth in digital channel registrations, active usage, merchant acquisition, and transaction volumes.
• Implement initiatives to reduce dormancy by reactivating inactive customers and promoting continuous use of digital platforms.
• Champion migration of transactions from branch counters to digital channels to improve efficiency and customer convenience.
• Provide first-level support for digital channel issues and escalate technical or operational matters as required.
• Train branch staff and support internal capacity building to ensure effective promotion and support of digital channels.
• Monitor performance of digital channels, agents, and merchants and provide regular performance reports to branch management and Head Office.
• Ensure compliance with internal policies and regulatory requirements relating to digital financial services, agency banking, and merchant payments.
• Prepare and submit accurate and timely regulatory and management reports as required.
• Promote customer retention through effective relationship management and excellent service delivery.
• Ensure all SLAs relating to different partners and channels are met.
• Support account acquisition and growth through digital onboarding initiatives.
• To perform any other duty as assigned in line with the organization goals and objective

• Excellent administrative skills
• Excellent communication skills
• Excellent interpersonal skills
• Strong organization skills
• Strong negotiation skills

• Bachelor’s degree in business, Finance, ICT, or related field
• Minimum of 1–3 years’ experience in banking, digital channels, agency banking, or related role
• Knowledge of digital channels in banking setup and regulatory requirements is an added advantage
• Must be self-driven