NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds, from cutting-edge mobile banking to good old-fashioned relationship management. As a Relationship Officer for Diaspora Banking, your primary objective is to aggressively sell and market Diaspora banking products to existing and potential customers. You will provide prompt, personalized, and efficient customer service to the bank's diaspora customers to support acquisition and retention initiatives. Success in this role requires regular engagement, utilization of digital workflows, and data-driven decision-making.
Key Responsibilities
Financial (50%)
Achieve set monthly and annual sales targets for all consumer banking products within the Diaspora segment.
Prospect, anticipate, and close sales leads efficiently and within the shortest time possible.
Develop and maintain an aggressive sales pipeline for both existing and potential customers.
Recruit new customers for various consumer banking products by understanding their specific needs.
Customer Service (20%)
Identify customer needs not met by existing products and support the implementation of new solutions.
Utilize CRM systems for customer acquisition, retention, and relationship maximization.
Perform customer onboarding and touch activities as per CRM workflows.
Manage all escalations related to diaspora support and ensure first-contact resolution for all queries.
Promote the uptake and utilization of e-channels among customers.
Internal Business Processes (20%)
Attend to daily refers and excesses requests.
Ensure compliance with operational risk requirements (KYC, AML, Health & Safety, Premises Security).
Manage the health of the assigned portfolio by managing encroachments, accountability reports, and write-offs.
Proactively manage Non-Performing Loans (NPL) for the assigned portfolio.
Achieve a ‘Good’ audit rating by ensuring prompt and thorough closure of all audit exceptions.
Prepare and submit reports (daily, weekly, monthly, quarterly) in the required formats.
Learning and Growth (10%)
Pursue personal development through E-learning and internal/external training.
Comply with block leave policies and abide by NCBA Bank values at all times.
Requirements
Bachelor’s degree in a business-related field.
At least 1 year of work experience in Banking, specifically in Cash/Service Operations.
3 months' working experience in a Banking environment with exposure to Branch Operations and customer service.
Proficiency in computer use, including MS Office tools.
Good understanding of banking systems such as T24, Docuware, and Cheque Point.
Sound knowledge of bank processes, procedures, and products.
How to Apply
Interested and qualified candidates should apply online through the NCBA Group career portal. To apply, visit: NCBA Group on career5.successfactors.eu. Ensure your application is submitted by the deadline of May 22, 2026.
How to Apply
Interested and qualified candidates should apply online through the NCBA Group career portal. To apply, visit: NCBA Group on career5.successfactors.eu. Ensure your application is submitted by the deadline of May 22, 2026.
