Relationship Officers – Operations & Customer Service

Smep Microfinance Bank

Nairobi | Full Time | Banking / Financial Services

End date 19 Jul 2024


The job holder will be responsible for processing customer instructions relating to Cash, Cheque and Digital Banking Channels transactions , growth of Non-funded income and ensuring compliance to Operational processes and procedures. They will also champion the delivery of excellent customer experience within the unit.


  •  To champion and support the Spiritual formations and rhythms in the Bank, in order to maintain a focus on the Bank’s Christ-centered culture.
  •  To promote spiritual growth among fellow staff, customers and other associated parties.
  •  Actively drive growth in customer numbers and ensure full adherence to the customer on-boarding Policies and Procedures.
  •  Cash handling & cheque processing and ensuring accurate update of the various transactions on the T24 core banking system.
  •  Ensuring sufficient controls in cash management both for the tills and vault as well as transactions processing.
  •  Ensure that all items cashed are within laid-down limits and refer all transactions exceeding limits to the appropriate area for authorization.
  •  Adequate cash stock management with buying and selling from the vault as appropriate.
  •  Ensure strong adherence to anti money laundering AML and know your customer KYC policy guidelines.
  •  Compliance to policies, procedures and regulations ensuring that all processed performed are within the banks policies and procedures.
  •  Analyze and reconcile daily transactions 360 degrees view ensuring exceptions are addressed.
  •  Ensure maintenance of proper records and control of all relevant registers and files
  •  To identify and report suspicious transactions to the AML Officer on a timely basis
  •  Drive account utilization and uptake of banks products through cross selling. Maintain a high level of customer satisfaction that grows the business through referrals and repeat business.
  •  Handle with accuracy both incoming and outgoing customer telephone correspondence.
  •  Support in rollout and grow utilization of the digital banking channels
  •  Maintain SLA in processing customers’ instructions relating to all banks processes


  •  A minimum grade of C+ plus in KCSE
  •  An undergraduate Bachelor’s degree or Diploma in Business related courses from a recognized institution.
  •  Knowledge in Relationship Management, Project Management, Process Reengineering, Digital Channels Management as well as relevant experience in the Banking sector will be an added advantage.
  •  Good customer service skills
  •  Proficiency in ICT with good data entry skills is mandatory
  •  Ability to analyze and interpret both customers’ and financial statements.
  •  Clear understanding of microfinance/banking industry is an added advantage.
  •  Possess good risk management skills.
  •  Good interpersonal & communication skills with excellent customer service skills.
  •  A team player with the drive to improve performance.
  •  Self-driven and possess the ability to work with minimum supervision
  •  Ability to work independently under minimum supervision.
  •  Strong Christian values, commitment and passion for the transformation of the population.
  •  Aged between 24 and 30 years

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