Vacancy title:
Finserve Support Agent

[Type: FULL_TIME, Industry: Banking, Category: Accounting & Finance]

Jobs at:
Equity Bank

Deadline of this Job:
Thursday, October 23 2025

Duty Station:
Nairobi | Nairobi | Kenya

Summary
Date Posted: Monday, October 13 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role of Finserve Support Agent at officer level.

Job Purpose:

This role is responsible for leading a high-performing team of Inbound Customer Support Agents within the Equity Service Centre, with full accountability for daily operations across digital financial services. This role is critical in ensuring seamless, high-quality service delivery and driving operational excellence to exceed customer expectations. As the frontline leader, the role holder provides clear direction, continuous coaching and performance oversight, ensuring the team consistently meets and surpasses customer satisfaction, efficiency and productivity targets.

Key Responsibilities

Team Leadership and Performance Management

• Lead a team of agents, ensuring they meet individual and team performance targets.
• Conduct regular one-on-one coaching sessions, team meetings, and performance reviews to provide feedback and guidance.
• Motivate and inspire agents to deliver excellent customer service and meet or exceed KPIs.

Operational Oversight

• Monitor real-time team performance, call handling, and queue management to maintain service levels and optimize resource allocation.
• Address escalations and complex customer issues, ensuring timely and satisfactory resolution.
• Ensure adherence to OSH, bank & contact centre policies, processes, regulatory and compliance requirements.

Training and Development

•  Identify training needs within the team and collaborate with the CX Knowledge Management Team and the Finserve Operations Team to enhance skills, product knowledge, and customer service capabilities.
• Onboard and mentor new agents, ensuring a smooth transition into the team and alignment with service expectations.
• Promote a culture of continuous learning and improvement.

Customer Experience Management

• Ensure that agents consistently deliver high-quality, personalized service to mass market customers across multiple touchpoints.
• Monitor and improve customer satisfaction by identifying and addressing gaps in service delivery.
• Provide support and guidance to agents in handling challenging customer interactions.

Reporting and Insights

• Track and analyze team performance metrics, providing regular reports to the Manager, Retail Support.
• Use insights into performance data and customer feedback to recommend and implement improvements.
• Participate in daily or weekly briefings to communicate updates, share performance results, and align team objectives with departmental goals.

Compliance and Risk Management

• Ensure that all team activities comply with regulatory, risk, and operational standards.
• Monitor potential risks in customer interactions and implement corrective measures where necessary.

Qualifications

Qualifications & Experience

• Bachelor’s degree in finance, Accounting, Economics, Business Administration, Computer Science, Information Technology, Engineering equivalent from a recognized institution of higher learning.
• Minimum of 2 to 4 years’ experience in service centre environment.
• Two (2) years of experience in a supervisory role is an added advantage.
• Proficiency in IT and contact center systems
• Knowledge in Banking operations is an added advantage.

Key Competencies & Skills

• Supervision and Coaching
• Customer-Centric Mindset
• Analytical Thinking
• Communication Skills
• Problem-Solving Skills
• Time Management
• Adaptability and flexibility to thrive in a fast-paced and evolving work environment

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

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