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Job Details
Job Title: Officer 2 Department: Central Operations
Job Purpose
• To effectively attend to bank’s customers with their cash/cheques. Internal transfer or any back-office
transactions daily whilst ensuring that the bank’s TAT is always maintained.
• To maintain high customer service standards to maximize customer satisfaction.
Key Role & Responsibilities
1. Clearing processes performed i.e., inwards, incoming efts, direct debits, outward cheques, standing
instructions, outgoing efts, salary and supplier transfers, unpaid cheques, all core entries for all the clearing
transactions, sending of outward file and assisting in any other related queries from the customers.
2. Handling and Maintenances of CIFs and Account Opening updates in CBA.
3. Handling and any kind of maintenance of term deposit liquidations, rate and tenor changes and
bookings including printing statements and withholding tax certificates and assisting in any other related
queries from the customers.
4. Processing of Mpesa transactions & balancing/reconciliation of paybills, cellulant, jambo pay & pesa-link
transactions.
5. Itax Reconciliation and Itax bank closure.
6. Handling client cheque books orders.
7. Internet Banking Creation, Maintenance and Support
8. Handling bank letters
9. Assist with dispatch of outgoing mail and incoming mail (from the branches) by the courier.
10. RCC onboarding, handling, and support
11. Ensure maintenance and effective utilization of physical assets
12. Cross-selling of bank products and services
13. Explain, advise on and promote bank products and services to customers
14. Identify referral opportunities and make relevant referrals
15. Ensure compliance with all internal controls and established policies and procedures
16. Handling any other role that may be assigned by Management from time to time in the course of duty
within Operations.
Key Performances Indicators Job Requirements
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• Level of customer satisfaction (target nil Academic Requirements:
customer complaints) through direct customer
• Minimum of a Bachelor of Business/Finance or
feedback and other channels e.g. suggestion
Banking degree from a recognised institution
box, mystery shopper reports etc.
• Banking/Finance Certification will be an added
• Number/value of transactions per day
advantage
• Processing efficiency/ Achievement of service
Experience:
level agreements (SLA’s)
• Minimum of three (3) years’ experience in a similar
• Zero fraud tolerance
role
• Prompt balancing at the end of the day
Experience in Branch operations covering Customer
• Error rate in processing service and basic operations
• Number of customer complaints
• Number of Operational non-compliance
exceptions
Competencies Skills and Knowledge
Technical Skills:
Core Competencies:
• Customer Service skills
• Banking/Financial Institutions Knowledge
• Good understanding of bank operations
• Product Knowledge
• Basic Computer Skills
• Financial & Business Acumen
• High level of honesty and integrity
• Customer Engagement
• Good interpersonal skills
Professional Competencies
• Self-motivated & work with minimum supervision
• Accountable
• Highly organized
• Excellence
• Ability to work under tight deadlines
• Team Player/Collaboration
Knowledge:
• Leadership
• In-depth knowledge of the bank’s products,
• Works Strategically banking industry’s standards, regulations, laws, CBK
Relationship Building guidelines and general bank operations.
• Sound knowledge of Term Deposit, clearing policies
and procedures.
How to apply
Resume and cover letter to be forwarded to the email; [email protected] indicating the position as
the subject by COB 07th February 2025
Victoria Commercial Bank is an equal opportunity and inclusive employer with a dedicated and committed
workforce, and does not discriminate based on gender, religion, race, ethnicity, or orientation, or disability.
Canvassing will lead to automatic disqualification. Providing false, misleading, or inaccurate information on the
application, resume or during an interview constitutes grounds for disqualification, or termination if already
hired.
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