Diaspora Banking, ARM
- To
support the growth and servicing of the Diaspora banking portfolio by
supporting in the acquisition of new customers, handling service requests,
executing customer reactivation campaigns, managing money transfer service
(MTS) relationships, and ensuring high levels of customer satisfaction
across all touchpoints.
Key Responsibilities:
- Client
Acquisition & Onboarding
- Support
customer acquisition efforts by conducting prospect outreach, follow-ups,
and documentation support.
- Engage
with leads generated via campaigns, referrals, and partner networks across
key diaspora markets.
- Facilitate
smooth onboarding and account opening processes.
- Customer
Relationship Support
- Serve
as a liaison for Diaspora customer service needs. Work with other
departments to understand and support customer service requests.
- Track
and update pending customer documentation. Particularly on non-face to
face onboarding.
- Coordinate
with internal teams to ensure seamless end-to-end customer journeys.
- Reactivation
& Engagement Campaigns
- Actively
support the planning and execution of dormant customer reactivation and
loyalty campaigns.
- Assist
in targeted communications to target markets.
- Monitor
customer activity trends and suggest micro-engagements to deepen customer
relationships.
- Sales
& Portfolio Growth Support
- Maintain
a database of active, dormant, and pipeline clients, tracking movements
and opportunities.
- Stay
updated on diaspora market dynamics and support in generating insights to
improve customer value propositions.
- Liaise
with clients on mortgage queries and provide support to branches in
compiling and packaging mortgage files for seamless credit decisioning.
- MTS
Partner & Branch Support
- Support
the management of Money Transfer Service (MTS) partners by assisting in
performance tracking and issue resolution.
- Coordinate
with branches to ensure smooth handling of MTS-related transactions and
escalations.
- Market
Intelligence & Reporting
- Monitor
trends in diaspora banking (remittance flows, real estate, investments) to
support product enhancement.
- Assist
in preparing weekly and monthly reports on diaspora portfolio performance
and pipeline activity.
- Maintain
updated dashboards on client conversion rates, feedback, and service
performance.
- Compliance
& Operational Support
- Ensure
all documentation, KYC, and due diligence processes are completed for each
Diaspora Customer.
- Coordinate
with operations, legal, and credit departments to ensure policy-aligned
execution.
- Operations/Compliance
- Ensuring
that the department follows Bank policies. These include (but are not
limited to):
- Ensuring
that Shariah-related, Know Your Customer (KYC), Anti-Money Laundering
(AML),
- and
other policies are adhered too
- Ensuring
that all customer information, customer documentation and queries are
treated in line with confidentiality agreements as per the employment
contract with the Bank Business Targets:
- Business
targets will be agreed with the Senior Diaspora Banking Manager and signed
off in the annual performance contract.
The targets will be based on:
- Number
of customers onboarded.
- MTS
support (Number of transactions and stakeholder support.
- Level
of transacting customers.
- Quality
of stakeholder engagement and issue resolution.
- Internal
process improvement contributions.
- Diaspora
portfolio support (growth in deposits and loans).
Qualifications
& Skills:
- A
Bachelor’s degree in Business, Finance, Marketing, or related field.
- 3+
years in customer-facing roles, preferably in retail banking, customer
service, or diaspora-facing services.
- Understanding
of Kenyan diaspora banking needs and international remittance trends is a
strong plus.
How to
Apply
