Position Scope:
- This position is responsible for executing
Customer Service Standards across all Customer touch points in the branch.
Key Responsibilities:
- Logging of customers complaints into National
Care, tracking for resolution and ensure closure within 48 hours.
- Effective custody and safe keeping of customer
cheque books and debit cards.
- Compliance with KYC in the release of cheque
books and debit cards to customers.
- Ensure all revenue due to the Bank from the
printing of mini statements and issuance of counter leaves is fully
recovered.
- Assist in the achievement of Branch business
growth targets.
- Assist in the cross – sell activities for the
Branch.
- Respond to customers queries and advise
customers on various products.
- Filing of correspondence documents.
- Assist in the delivery of account opening
documents to accounts operations and confirmation that the
- same has been accurately captured.
- Assist in the quick opening of accounts,
- Directing customers to relevant sections for
completion of transactions.
- Pro-active Queue management to enhance the image
of the Bank.
- Responsible for management of the Branch cheque
deposit box, and retrieval of cheques deposited therein.
- Assist customers in filling Bank forms, and any
other assistance they may require.
- Pro-active ATM lobby Management.
- Ensure compliance to KYC in all dealings with
customers.
- As a member of the customer service team, assist
in all functions allocated within the department.
- Receipt and processing of customer instructions.
- Migration of New and Existing Customers to
digital platform.
- Any other duties as may be assigned by
Management from time to time.
Education/Professional Qualifications, Skills & Experience:
- Bachelor’s degree in a business-related field
from a recognized University.
- 2 years’ experience in branch operations.
- Excellent customer service skills.
- Excellent communication skills with exceptional
interpersonal and relationship management skills.
- Have the passion and commitment to deliver
quality service.
- Sound knowledge of bank’s customer service
standards.
- Self-motivated and team player.
- Demonstrated integrity and ethical standards.
How to Apply
Send
your CV and application letter showing how you meet the role requirement stated
above to: Recruitment@nationalbank.co.ke by
Friday, 3 rd October 2025 • Indicate Name of Job on email subject.
Please
note that applications received after the deadline will not be considered.
Only
shortlisted candidates will be contacted for the next stage/s of the process.
