About Company
Equity Bank Kenya, a subsidiary of Equity Group Holdings Plc, is one of the largest and most innovative financial services providers in East and Central Africa. With a mission to transform livelihoods, Equity Bank has consistently leveraged technology and a robust network of branches to offer a comprehensive suite of banking products and services to individuals, SMEs, and corporate clients. We are committed to fostering financial inclusion and empowering communities through sustainable and responsible banking practices. Our success is built on a foundation of customer-centricity, integrity, and a passion for excellence. Join a dynamic team dedicated to making a tangible difference in the lives of millions.
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Job Description
Are you passionate about delivering exceptional customer service and thrive in a fast-paced banking environment? Equity Bank Kenya is seeking a dedicated and client-focused Bank Teller (Customer Handling Specialist) to join our vibrant team in Mombasa, Mombasa County. In this pivotal role, you will be the face of Equity Bank, providing first-class service to our valued customers. You will be responsible for processing a wide range of financial transactions accurately and efficiently, while also serving as a primary point of contact for customer inquiries and resolving service issues. This position requires meticulous attention to detail, strong interpersonal skills, and a commitment to upholding the highest standards of banking professionalism. You will play a crucial role in building and maintaining strong customer relationships, identifying opportunities to cross-sell bank products and services, and ensuring compliance with all banking regulations and internal policies. If you are a proactive problem-solver with a knack for making customers feel valued and understood, we invite you to contribute to our mission of transforming lives and empowering communities through seamless financial solutions.
Key Responsibilities
- Process customer transactions accurately and efficiently, including deposits, withdrawals, cheque cashing, and loan payments.
- Provide comprehensive customer service, addressing inquiries, resolving complaints, and explaining bank products and services clearly and professionally.
- Maintain an accurate cash drawer and ensure all transactions balance at the end of each shift, adhering to strict cash handling procedures.
- Identify customer needs and proactively cross-sell appropriate bank products and services, referring complex cases to relevant specialists as needed.
- Adhere strictly to all bank policies, procedures, and regulatory requirements, including Anti-Money Laundering (AML) and Combating the Financing of Terrorism (CFT) guidelines.
- Assist customers with digital banking services and promote the adoption of self-service channels to enhance their banking experience.
- Educate customers on various banking options and provide financial literacy information where appropriate to empower their financial decisions.
- Maintain a high level of confidentiality and security regarding customer information and bank operations at all times.
- Collaborate effectively with team members to ensure smooth branch operations and a consistently positive customer experience.
Required Skills
- Minimum of a Diploma in Banking, Finance, Business Administration, or a related field.
- Proven experience of at least 1 year in a customer service role, preferably within the banking or financial services sector.
- Excellent numerical and analytical skills with high attention to detail and accuracy.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with diverse clients.
- Proficiency in using banking software and standard office applications (e.g., Microsoft Office Suite).
- Ability to handle cash transactions accurately and manage a cash drawer responsibly.
- Demonstrated ability to work effectively under pressure and in a fast-paced, dynamic environment.
- High level of integrity, ethical conduct, and a strong sense of accountability.
Preferred Qualifications
- Bachelor's degree in a relevant field.
- Prior experience specifically as a Bank Teller or Customer Service Representative in a reputable financial institution.
- Fluency in Swahili and English, with excellent verbal and written communication skills in both languages.
- Comprehensive knowledge of banking products, services, and regulatory compliance frameworks.
- Proven sales or cross-selling experience with a track record of meeting targets.
Perks & Benefits
- Competitive salary and attractive performance-based incentives.
- Comprehensive medical insurance package for you and your dependents.
- Abundant opportunities for career growth and professional development within a leading financial institution across East Africa.
- A supportive, inclusive, and collaborative work environment that values innovation and teamwork.
- Exclusive employee banking benefits and discounted financial products.
- Robust pension scheme to secure your financial future.
- Generous paid time off and public holidays.
How to Apply
Interested and qualified candidates are invited to submit their applications by clicking on the link below. Please ensure your resume highlights your experience in customer service, cash handling, and your passion for delivering exceptional client experiences. Only shortlisted candidates will be contacted for an interview.
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