About Company
Equity Bank (Kenya) Ltd. is a leading financial services institution in Kenya, committed to transforming livelihoods and expanding opportunities for its customers across Africa. With a robust network of branches and a pioneering approach to financial inclusion, Equity Bank plays a pivotal role in the economic empowerment of communities. Through innovative products and services, they cater to a diverse clientele, from individuals to large corporations, championing financial literacy and sustainable development. Their presence in areas like Kibera underscores their dedication to serving all segments of society, fostering growth and providing accessible banking solutions. Joining Equity Bank means becoming part of an organization that believes in making a significant, positive impact, where your work directly contributes to improving lives and economic resilience in the communities we serve.
Job Description
Are you passionate about helping people and eager to kickstart your career in a dynamic and impactful environment? Equity Bank, a leader in financial services committed to empowering communities, is seeking enthusiastic and dedicated individuals to join our team as Customer Care Assistants at our Olympic Branch in Kibera, Nairobi. This is an incredible entry-level opportunity designed for individuals with *no prior experience* in customer service, but with a strong desire to learn, grow, and make a real difference.
As a Customer Care Assistant, you will be the friendly face and helpful voice of Equity Bank, directly engaging with our valued customers in the vibrant community of Kibera. You will play a crucial role in providing exceptional front-line support, assisting customers with their banking needs, answering inquiries, and ensuring a smooth and positive experience with every interaction. This role is more than just a job; it’s a chance to build foundational skills in communication, problem-solving, and professional service within a reputable financial institution. We are looking for individuals who possess natural empathy, excellent listening skills, a proactive attitude, and a genuine commitment to customer satisfaction. We believe in nurturing talent, and we’ll provide comprehensive training to equip you with all the knowledge and tools you need to succeed. If you’re ready to embrace a challenging yet rewarding role where you can contribute to financial inclusion and personal growth, we encourage you to apply and become a vital part of our community-focused team. This position offers a unique chance to grow professionally while making a tangible difference in the economic landscape of Kibera.
Key Responsibilities
- Welcome and greet customers with a professional and friendly demeanor, creating a positive first impression and fostering a welcoming branch atmosphere.
- Address customer inquiries promptly and accurately, providing comprehensive information on bank products, services, and operational procedures.
- Assist customers with various banking transactions, including account opening, balance inquiries, statement requests, and resolving minor account-related issues.
- Maintain a comprehensive understanding of all bank products, services, policies, and digital channels to effectively guide and educate customers.
- Accurately record customer interactions, feedback, and service requests into the bank's CRM system, ensuring proper documentation and follow-up.
- Identify opportunities to cross-sell or up-sell relevant bank products and services based on individual customer needs and financial goals.
- Adhere strictly to all bank policies, procedures, security protocols, and regulatory compliance requirements to ensure operational integrity.
- Collaborate effectively with team members and other departments to ensure seamless customer service delivery and efficient resolution of complex issues.
- Proactively seek to understand and anticipate customer needs, offering personalized solutions that enhance their overall banking experience and satisfaction.
Required Skills
- Exceptional verbal and written communication skills, with fluency in both English and Swahili.
- Strong interpersonal skills, including active listening and a natural ability to build rapport and trust with diverse customers.
- A genuine passion for helping people and an unwavering commitment to delivering outstanding customer service.
- Ability to empathize with customer concerns, maintain composure under pressure, and handle challenging situations professionally.
- Basic computer literacy and a willingness to quickly learn and adapt to new banking software systems and digital tools.
- A positive, can-do attitude, professional demeanor, and a high level of integrity and ethical conduct.
- Strong problem-solving skills and a proactive, solution-oriented approach to issue resolution.
- Eagerness to learn, adapt, and grow within a dynamic and fast-paced banking environment.
- Ability to work effectively both independently and collaboratively as an integral part of a dedicated team.
Preferred Qualifications
- Kenya Certificate of Secondary Education (KCSE) mean grade of C (plain) or higher.
- A keen interest in the financial services industry and its impact on community development.
- Any previous volunteer work or roles requiring direct public interaction (e.g., retail, hospitality, community service) is an advantage, though not mandatory.
Perks & Benefits
- Comprehensive paid training program designed to equip you with essential banking and customer service skills, setting a strong foundation for your career.
- Competitive entry-level salary package and opportunities for performance-based incentives.
- Access to robust medical insurance and other comprehensive employee welfare benefits.
- Clear and structured pathways for career growth and professional development within Equity Bank's extensive network.
- A supportive, inclusive, and collaborative work environment that values teamwork and individual contribution.
- The unique opportunity to make a tangible and positive impact on the financial well-being and economic empowerment of the Kibera community.
- Attractive employee banking benefits and discounted rates on various bank products and services.
How to Apply
Ready to launch your career with a leading financial institution and contribute to community development? We encourage all qualified and enthusiastic individuals with a passion for service to apply. Please click on the application link below to submit your resume and a compelling cover letter. Ensure your application clearly highlights your passion for customer service, your eagerness to learn, and your commitment to growing with Equity Bank. We eagerly look forward to reviewing your application and potentially welcoming you to our team!