KEY RESPONSIBILITIES:
Facilitating first-contact meetings with potential KCB bank customers on digital channels.
Searching, assessing, accepting, and processing prospect merchant and agent applications to become KCB customers.
Conduct first time (activations) and routine trainings to approved merchants, agents, customers on mobile and internet banking, to ensure users can use the said services.
Submission of all tools of trade which are provided by the bank to customers immediately after approval.
Ensure merchants and agents premises are branded (both internally and externally) properly by approved bank standards to ensure visibility by both existing and prospect bank customers.
Monitoring customer activities, ensure compliance to bank policies and procedures, and conduct periodic visits to their business places/premises (Relationship Management).
Growth of customer turnover and NFI as per the agreed target
Manage customer relationships and ensure complaints/disputes are sorted on time.
Activation of dormant customers on mobile, internet and agency banking.
Cross selling of other bank products.
DAILY RESPONSIBILITIES: Key responsibilities and approximate time split:
New Business Development 50%.
Recruit new quality business within the allocated market.
Proactively create and develop business relationships with customers.
Build close working relationships with Branch staff, SME and Corporate team to create business opportunities.
Implement activities to deliver value added products and services at the merchant and agent location.
Fully understand the workings of merchants, agent banking, internet banking and mobile banking operations and risk strategy.
Customer contact (40%)
Customer contact involves discussions and negotiations with customers on business and operational issues
The role holder is responsible for managing and responding to customer requirements
Establish, build and maintain ongoing relationships with customers to develop, sustain and protect agent business.
Develop a deep understanding of the needs and requirements of customers’ businesses
Make sound commercial judgments in order to retain and fully develop customer base
Provide evidence of customer demand to influence new products / enhancements / solutions
Planning and research (10%)
Responsible for developing a personal sales plan to achieve targeted objectives and goals
Personal time management of day to day activities to maximize return on resources
Keeping fully updated on customer activities as reported in the media and via internal Group sources
Maintain and understand the business environment in which the customer operates
Constantly update knowledge on all products and services offered by KCB.
MINIMUM POSITION QUALIFICATION REQUIREMENTS
a. Academic & Professional
RQ
Professional QualificationsAgent banking and card backgroundAA
Master’s DegreeBusiness AdministrationAA
- Experience
Total Minimum No of Years Experience Required
0-1
[1] Need Types are : RQ = Required, AA = Added Advantage
Skills Required
- Bachelor's degree in Banking, Finance, or an equivalent field
- Agent banking and card background
- Master's degree in Business Administration
- 0–1 years of experience
What We Do
KCB Group, is the largest financial services organization in East Africa in terms of asset size. The Group's headquarters are located in Nairobi, Kenya, with subsidiaries in Kenya, Rwanda, Southern Sudan, Tanzania, Uganda and Burundi. In 2015, KCB Group opened a representative office in Ethiopia, expanding the growth of the organization. The Bank is over 124 years old having started in Mombasa in 1896. KCB Group has over 354 branches, 26,394 Agents/POS Merchants and 1,103 ATMs. The bank also offers Mobile Banking though the KCB App, Internet Banking and Diaspora Banking Services platform that can be accessed 24/7 basis. The Bank services over 26.8 million customers across the region. KCB Group is the largest financial services organization in East Africa, with an estimated asset base of approximately Ksh. 1.02 trillion as at the of end H1 2021.
