About Umba

Umba is a pan-African digital bank serving customers in both Kenya and Nigeria. Our mission entails providing accessible and cost-effective financial services across Africa, enabling our customers to take charge of their financial well-being. We are committed to seizing a unique opportunity to transform the financial landscape in Africa by harnessing the power of machine learning to develop intelligent, affordable financial products tailored for emerging markets. Our machine learning models are continuously improving, and we leverage AI and automation to deliver banking solutions at the lowest possible cost to our expanding customer base.

Umba is headquartered in Nairobi Kenya. Our primary focus is to offer a comprehensive range of digital banking products through Android, iOS and Web Apps, and we take pride in our culture of consistently surpassing customer expectations, which has fueled our rapid expansion.

Umba acquired a deposit taking microfinance bank in Kenya in 2023, which has now been named Umba Microfinance Bank. The bank has achieved fast growth since launch with average monthly growth rate of 19% and 6x revenue growth in 2024.

Job Summary:

To support the digital banking operations by ensuring seamless processing, monitoring, and control of all digital transactions, customer onboarding, and service requests. The role ensures compliance with regulatory requirements, maintains operational efficiency, and enhances customer experience through digital channels.

Responsibilities:

1. Digital Customer Onboarding & Account Management

Process digital account opening applications and ensure completion of KYC/AML requirements.

Verify customer identity and documents through digital verification tools.

Review and approve/decline onboarding requests based on risk assessment.

Manage customer account maintenance requests (e.g., profile updates, limits).

2. Digital Transactions & Payment Operations

Monitor and process digital payments, transfers, bill payments, and mobile money integrations.

Manage transaction exceptions, reversals, chargebacks, and disputes.

Ensure timely resolution of failed transactions and customer complaints.

Monitor payment channels for operational anomalies.

3. Fraud, Risk & Compliance

Monitor digital channels for suspicious activities, transaction anomalies, and potential fraud.

Escalate and investigate fraud cases in line with internal policies and regulatory guidelines.

Support AML/CFT monitoring and reporting (STR/CTR) where applicable.

Ensure adherence to POCAMLA, CBK regulations, and internal digital banking policies.

4. System & Channel Monitoring

Monitor the digital banking platform (web/app), APIs, and third-party integrations for uptime and performance.

Identify system issues and coordinate with IT/Tech teams for resolution.

Participate in testing of system upgrades, new features, and integrations.

Maintain incident logs and support post-incident reviews.

5. Customer Support & Service Excellence

Provide high-quality operational support to customers via chat, email, calls, and social media.

Ensure fast resolution of customer issues while maintaining high compliance standards.

Create and maintain FAQs, process guides, and self-help resources.

6. Process Improvement & Automation

Identify operational inefficiencies and recommend automation opportunities.

Support the implementation of automated workflows and digital process improvements.

Review and update SOPs and operational manuals for digital processes.

Qualifications & Experience

Bachelor’s degree in Business, Finance, Information Technology, or related field.

2–4 years’ experience in digital banking or banking operations.

Knowledge of digital banking platforms, APIs, and payment ecosystems.

Familiarity with AML/CFT, KYC, and regulatory requirements.

Strong analytical and problem-solving skills

Excellent communication and customer service skills

Ability to work with digital systems and dashboards

High attention to detail and accuracy

Ability to work in a fast-paced, tech-driven environment

Strong ethics and confidentiality.

• Digital Customer Onboarding & Account Management: Process digital account opening applications and ensure completion of KYC/AML requirements. Verify customer identity and documents through digital verification tools. Review and approve/decline onboarding requests based on risk assessment. Manage customer account maintenance requests (e.g., profile updates, limits).
• Digital Transactions & Payment Operations: Monitor and process digital payments, transfers, bill payments, and mobile money integrations. Manage transaction exceptions, reversals, chargebacks, and disputes. Ensure timely resolution of failed transactions and customer complaints. Monitor payment channels for operational anomalies.
• Fraud, Risk & Compliance: Monitor digital channels for suspicious activities, transaction anomalies, and potential fraud. Escalate and investigate fraud cases in line with internal policies and regulatory guidelines. Support AML/CFT monitoring and reporting (STR/CTR) where applicable. Ensure adherence to POCAMLA, CBK regulations, and internal digital banking policies.
• System & Channel Monitoring: Monitor the digital banking platform (web/app), APIs, and third-party integrations for uptime and performance. Identify system issues and coordinate with IT/Tech teams for resolution. Participate in testing of system upgrades, new features, and integrations. Maintain incident logs and support post-incident reviews.
• Customer Support & Service Excellence: Provide high-quality operational support to customers via chat, email, calls, and social media. Ensure fast resolution of customer issues while maintaining high compliance standards. Create and maintain FAQs, process guides, and self-help resources.
• Process Improvement & Automation: Identify operational inefficiencies and recommend automation opportunities. Support the implementation of automated workflows and digital process improvements. Review and update SOPs and operational manuals for digital processes.

• Knowledge of digital banking platforms, APIs, and payment ecosystems.
• Familiarity with AML/CFT, KYC, and regulatory requirements.
• Strong analytical and problem-solving skills
• Excellent communication and customer service skills
• Ability to work with digital systems and dashboards
• High attention to detail and accuracy
• Ability to work in a fast-paced, tech-driven environment
• Strong ethics and confidentiality.

• Bachelor’s degree in Business, Finance, Information Technology, or related field.
• 2–4 years’ experience in digital banking or banking operations.