About Company
Equity Bank, a subsidiary of Equity Group Holdings Plc, is one of the largest commercial banks in Africa by customer base. With a strong commitment to financial inclusion and empowering communities, Equity Bank offers a wide range of banking services to individuals, small and medium enterprises, and large corporations. Our vision is to be the leading financial services provider in Africa, transforming lives, giving dignity and expanding opportunities. We pride ourselves on innovation, customer-centricity, and a dedicated team that is passionate about making a difference.
Job Description
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Officer, specifically dedicated to serving our valued clients in the Nakuru region from our Nairobi office. In this crucial role, you will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a seamless banking experience. You will be responsible for providing exceptional service, promoting banking products and services relevant to the Nakuru market, and building lasting relationships. This position requires a proactive approach to problem-solving, excellent communication skills, and a commitment to upholding Equity Bank’s reputation for outstanding customer care. You will play a vital role in centralizing support for a key regional market, ensuring that our Nakuru customers receive top-tier service without the need to physically visit a branch if their needs can be met remotely from our Parklands hub.
Key Responsibilities
- Serve as the first point of contact for customer inquiries, both direct and telephonic, related to accounts, products, and services, with a specific focus on the Nakuru region.
- Efficiently resolve customer complaints and issues, escalating complex problems to the appropriate departments when necessary, ensuring timely follow-up.
- Provide accurate information and guidance on Equity Bank's offerings, including savings accounts, loans, mobile banking, and digital services, tailored to customer needs.
- Proactively identify opportunities to cross-sell and up-sell banking products and services to customers, contributing to sales targets.
- Maintain detailed and accurate records of customer interactions and transactions within the bank's CRM system.
- Educate customers on self-service banking options and digital platforms to enhance their banking experience.
- Adhere strictly to all banking regulations, internal policies, and procedures to ensure compliance and security.
- Collaborate with internal teams, including sales, operations, and IT, to ensure smooth service delivery and problem resolution.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Strong interpersonal and customer relationship management abilities.
- Proven problem-solving skills with a keen eye for detail.
- Ability to work effectively under pressure and manage multiple tasks.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- High level of integrity and professionalism.
- Ability to adapt to new technologies and banking systems quickly.
Preferred Qualifications
- A Diploma or Bachelor's degree in Business Administration, Banking & Finance, Commerce, or a related field.
- At least 2 years of proven experience in a customer service role, preferably within the banking or financial services sector.
- Experience with CRM software and banking systems.
- Demonstrated ability to meet and exceed customer service standards and sales targets.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and life insurance coverage.
- Pension scheme and other retirement benefits.
- Opportunities for professional development and career advancement within a leading financial institution.
- A supportive and dynamic work environment.
- Access to employee wellness programs.
How to Apply
Interested candidates who meet the above qualifications are encouraged to apply. Please ensure your resume highlights your customer service experience and any exposure to the banking sector. To apply for this exciting opportunity, please click on the link below and search for the ‘Customer Service Officer’ position. Follow the instructions to submit your application directly through our careers portal.