Posted: By:Hiring Kenya
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).
Knowledge and Experience required for this Role
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.
