Responsibilities

• We are seeking dynamic and customer-focused Personal Banking Officers to join our Outbound Personal Banking team.
• This is a 1-year renewable contract role offering a competitive package of 60,000 KES per month.
• Execute defined tasks and performance measures across entrenchment, retention, onboarding, and engagement campaigns.
• Engage clients to drive cross-sell, increase transactional turnover, and improve conversion of new-to-bank sales.
• Conduct outbound calls to uplift transactional activity, cross-sell, and retention.
• Report daily activities using designated tools/templates to support weekly, monthly, and quarterly reporting.
• Collate insights on value, variation, and process failures to enhance management information.
• Educate clients on procedures, system functionalities (self-service, IVR), and their rights under the Code of Banking Practice.
• Adhere to risk and compliance requirements while managing client demands

Qualifications

• 3–4 years’ experience in branch banking environment.
• Strong understanding of bank processes, policies, and products.
• Practical problem-solving skills and common-sense approach.
• Quick learner, adaptable to change and ambiguity.
• Strong interpersonal skills; builds rapport easily.
• Highly productive, comfortable multitasking.
• Articulate communicator with social confidence.
• Results-driven, persistent, and ambitious.
• Continuous improvement mindset with intuitive judgement.
• Ability to verify and assess account application submissions.
• Sound knowledge of bank policies and customer transaction processes.
• Skilled in analysing customer needs and financial objectives.
• Understanding of account application processes and customer qualification criteria.
• Knowledge of features, benefits, and pricing of Personal Banking products.

• Execute defined tasks and performance measures across entrenchment, retention, onboarding, and engagement campaigns.
• Engage clients to drive cross-sell, increase transactional turnover, and improve conversion of new-to-bank sales.
• Conduct outbound calls to uplift transactional activity, cross-sell, and retention.
• Report daily activities using designated tools/templates to support weekly, monthly, and quarterly reporting.
• Collate insights on value, variation, and process failures to enhance management information.
• Educate clients on procedures, system functionalities (self-service, IVR), and their rights under the Code of Banking Practice.
• Adhere to risk and compliance requirements while managing client demands

• Practical problem-solving skills
• Common-sense approach
• Quick learner
• Adaptable to change and ambiguity
• Strong interpersonal skills
• Highly productive
• Comfortable multitasking
• Articulate communicator
• Social confidence
• Results-driven
• Persistent
• Ambitious
• Continuous improvement mindset
• Intuitive judgement
• Ability to verify and assess account application submissions
• Skilled in analysing customer needs and financial objectives

• 3–4 years’ experience in branch banking environment.
• Strong understanding of bank processes, policies, and products.
• Sound knowledge of bank policies and customer transaction processes.
• Understanding of account application processes and customer qualification criteria.
• Knowledge of features, benefits, and pricing of Personal Banking products.