Responsible for processing customer transactions, handling cash, balancing accounts, assisting customers, and ensuring compliance with banking procedures. Requires a relevant qualification in banking, finance, accounting, business, or a related field. The position is based in Nairobi and requires on-site work.
Job Purpose: The role is responsible for
efficiently handling high-volume and complex cash and non-cash financial
transactions while ensuring strict compliance, zero cash differences, and
superior customer service. Additionally, the role acts as an operational escalation
point for junior tellers, active cross-seller of bank products, and primary
support to branch operational controls.
Key Responsibilities
Customer
Satisfaction
- Maintain
high and unparalleled customer service standards at the branch through
timely and accurate processing of routine and complex customer
transactions according to laid-down SLAs and documented procedures.
- Promptly
resolve customer inquiries and handle initial escalations of front-line
complaints before referring complex matters to the Customer Service
Manager (CSM).
- Provide
guidance to junior tellers on efficient queue management and professional
handling of demanding customer interaction
Operational
Efficiency and Escalation Support
- Strictly
adhere to higher individual teller cash limits and manage branch
cash-handling activities in compliance with operational policies.
- Balance
Till within 30 minutes after close of business and assist in investigating
and resolving any cash discrepancies or till imbalances across the teller
line.
- Handle
high-value or specialized transactional processing, including foreign
currency exchanges, draft issuance, complex outward clearing cheques, and
bulk cash requests.
- Execute
timely ordering, update, reconciliation, safe custody, and destruction of
Cheque Books, ATM cards, and PIN mailers according to documented
procedures.
- Facilitate
continuous capture and validation of clearing cheques to ensure strict
compliance with the daily 4:30 PM clearing file submission deadline.
- Assist
the Assistant Operations Manager and CSM in dual-custody routines, vault
operations, and ATM cash replenishments as delegated.
Financial
& Revenue Drive
- Ensure
100% collection of applicable commissions, transaction fees, and tariffs
across all processed requests.
- Drive
cross-selling initiatives by identifying client needs and generating
qualified leads/referrals for deposit accounts, loan products, foreign
exchange (FX), and digital banking channels (e.g., B-Mobile, Internet
Banking).
- Consistently
meet or exceed target transaction volumes and values without compromising
processing accuracy.
- Maintain
zero cash differences and mitigate operational losses by preventing
frauds, forgeries, and counterfeit notes through vigilant verification
procedures.
AML,
Audit Risk and Compliance
- Maintain
strict adherence to regulatory requirements, statutory guidelines, and
internal operational standards, ensuring 100% implementation of Anti-Money
Laundering (AML), Countering the Financing of Terrorism (CFT), and Know
Your Customer (KYC) policies.
- Vigilantly
inspect documents, customer signatures, mandates, and identification to
detect fraudulent activities, red flags, or operational risks.
- Ensure
immediate execution of corrective and preventative actions identified by
internal audit, risk, compliance reviews, and snap checks.
Learning
and Leadership support
- Demonstrate
expert product knowledge on all bank products and services, maintaining
high scores on periodic product knowledge assessments.
- Mentor
and train New Tellers on branch cash-handling procedures, system usage,
customer service protocols, and fraud detection techniques.
- Take
personal ownership of professional growth through participation in
bank-sponsored and self-initiated development programs.
Qualifications
- Work
Experience: Minimum 2 to 3 years of hands-on experience in bank teller
operations or direct cash-handling/front-office retail banking operations.
- Academic
Qualifications: Bachelor’s degree from a recognized and accredited
university.
- Professional
Qualifications: Progress toward or completion of relevant banking
qualifications (e.g., KIB, ACIB, CPA, or ACCA) will be an added advantage.
