Relationship Officer – Operations and Customer Service

Key Responsibilities

• Receive, verify, and process cash and cheque transactions accurately within the core banking system.
• Handle cash payments, cheque encashments, and non-cash transactions in compliance with operational procedures.
• Ensure proper balancing and reconciliation of tills, vault cash, and alternative banking channels.
• Maintain accurate transaction records and ensure all supporting documents are properly completed and authorized.
• Support daily reconciliation processes and promptly report any discrepancies or operational irregularities.
• Ensure compliance with AML, KYC, internal controls, and banking operational procedures.
• Identify and escalate suspicious transactions in line with compliance requirements.
• Promote and cross-sell the organization’s banking products and services.
• Support growth of alternative banking channels including mobile banking, ATM usage, and digital banking services.
• Maintain strong customer relationships through professional and responsive customer service.
• Handle customer inquiries, complaints, and service requests within agreed turnaround times.
• Support customer retention and business growth through referrals and relationship management initiatives.
• Conduct customer follow-ups and maintain an updated customer information database.
• Ensure efficient queue management and positive branch customer experience.
• Support branch operational efficiency through proper adherence to service standards and procedures.
• Participate in branch initiatives, self-development programs, and performance improvement activities.

Qualifications & Requirements

• Bachelor’s Degree or Diploma in Business Administration, Commerce, Finance, Banking, Economics, or a related field.
• Formal training or certification in Banking, Customer Service, or Relationship Management will be an added advantage.
• Minimum of 2 years’ relevant experience in banking operations, customer service, or relationship management.
• Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
• Experience in the same business is preferred.
• Strong understanding of banking operations, cash handling, and customer service procedures.
• Good knowledge of AML, KYC, and internal control requirements.
• Strong interpersonal, communication, and negotiation skills.
• Ability to work accurately under pressure and manage multiple responsibilities effectively.
• Proficiency in core banking systems and Microsoft Office applications will be an added advantage.

How to Apply

Interested and qualified candidates should apply by visiting the official Africa Management Solutions Limited (AMSOL) portal at: https://www.myjobmag.co.ke/apply-now/1228043. Alternatively, you can visit the company website at www.amsol.africa to submit your application.