Relationship Officers – Operations & Customer Service at SMEP Microfinance Bank

Relationship Officers – Operations & Customer Service at SMEP Microfinance Bank

Job Title: Relationship Officer – Operations & Customer Service

Company: SMEP Microfinance Bank

Location: Kenya

Job Type: Full-Time

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Introduction

Are you passionate about delivering exceptional customer service and ensuring smooth operational processes? Do you have a knack for relationship management and a deep understanding of digital banking channels? SMEP Microfinance Bank is seeking dedicated and dynamic Relationship Officers to join our Operations & Customer Service team. If you have a keen eye for detail, strong interpersonal skills, and a commitment to excellence, this is the perfect opportunity for you.

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What You’ll Gain

Competitive Salary and Benefits Package

At SMEP Microfinance Bank, we believe in rewarding our employees for their hard work and dedication. As a Relationship Officer, you will receive a competitive salary along with a comprehensive benefits package that includes health insurance, retirement plans, and opportunities for professional development.

Work-Life Balance

We understand the importance of maintaining a healthy work-life balance. Our flexible working hours and supportive work environment ensure that you can thrive both professionally and personally.

Career Growth Opportunities

We are committed to the growth and development of our employees. You will have access to various training programs, mentorship opportunities, and career advancement paths within the organization.

Impactful Work

By joining SMEP Microfinance Bank, you will be part of a team that is dedicated to transforming the lives of our customers through innovative financial solutions and exceptional service.

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About SMEP Microfinance Bank

SMEP Microfinance Bank is a leading financial institution in Kenya, committed to providing innovative and customer-centric financial solutions. Our mission is to empower individuals and businesses by offering a wide range of products and services tailored to meet their unique needs. We pride ourselves on our strong Christian values and our commitment to the transformation of the population.

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Role Overview

As a Relationship Officer in the Operations & Customer Service unit, you will be responsible for processing customer instructions related to cash, cheque, and digital banking channels transactions. You will play a crucial role in the growth of non-funded income and ensure compliance with operational processes and procedures. Additionally, you will champion the delivery of excellent customer experience within the unit.

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Key Responsibilities

1. Process Transactions

• Handle customer instructions related to cash, cheque, and digital banking channels transactions with precision and accuracy.
• Ensure all transactions are processed in a timely manner and in accordance with bank policies and procedures.

2. Grow Non-Funded Income

• Identify opportunities to increase non-funded income through the promotion of bank products and services.
• Collaborate with other departments to develop and implement strategies for income growth.

3. Compliance and Risk Management

• Ensure compliance with operational processes and procedures.
• Monitor and mitigate risks associated with customer transactions.
• Conduct regular audits and reviews to ensure adherence to regulatory requirements.

4. Deliver Excellent Customer Experience

• Provide exceptional customer service by addressing customer inquiries and resolving issues promptly.
• Foster strong relationships with customers to enhance loyalty and satisfaction.
• Continuously seek ways to improve the customer experience within the unit.

5. Digital Channels Management

• Oversee the management of digital banking channels to ensure seamless operations.
• Promote the adoption of digital banking services among customers.
• Stay updated with the latest trends and developments in digital banking.

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Qualifications and Competencies

Educational Qualifications

• A minimum grade of C+ (plus) in KCSE.
• An undergraduate Bachelor’s degree or Diploma in Business-related courses from a recognized institution.

Experience and Skills

• Knowledge in Relationship Management, Project Management, Process Reengineering, and Digital Channels Management.
• Relevant experience in the banking sector is an added advantage.
• Good customer service skills.
• Proficiency in ICT with strong data entry skills.
• Ability to analyze and interpret both customers’ and financial statements.
• Clear understanding of the microfinance/banking industry is an added advantage.
• Possess good risk management skills.

Personal Attributes

• Strong interpersonal and communication skills with excellent customer service abilities.
• A team player with the drive to improve performance.
• Self-driven and able to work with minimal supervision.
• Ability to work independently and under minimal supervision.
• Strong Christian values, commitment, and passion for the transformation of the population.
• Aged between 24 and 30 years.

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Work Environment and Culture

At SMEP Microfinance Bank, we foster a supportive and inclusive work environment where every team member is valued and respected. Our culture is built on strong Christian values, integrity, and a commitment to excellence. We believe in empowering our employees to achieve their full potential and make a meaningful impact on the lives of our customers.

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Application Process

How to Apply

Qualified and interested candidates who meet the criteria should download the “Job Application Form” from our website and send their filled applications to recruitment@smep.co.ke, indicating the Job Title & Reference on the e-mail subject. The deadline for applications is Friday, 19th July 2024. Only shortlisted candidates will be contacted.

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At SMEP Microfinance Bank, we are committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal employer and do not charge any application or recruitment fee, whether refundable or not.

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Best Wishes

We wish you the best in your job search and look forward to potentially welcoming you to our team. Thank you for considering a career with SMEP Microfinance Bank.

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