Digital Financial Solution Agents

Company Details
Industry: Banking
Description: The genesis of Gulf African Bank (GAB) can be traced back to 2005, when a group of motivated Kenyans envisioned establishing an Islamic bank as an alternative to conventional banking in the country. By conducting business on the principles of Shari'ah, the bank would provide an ethical and fair mode of banking for all. Gulf African Bank is the first and largest Islamic Bank in Kenya and one of the fastest growing banks in the history of the banking sector of the country. The bank offers fully Shari'ah compliant products and services that address the needs of not just Muslims, but everyone in the country including individuals, corporate companies, and institutions. The bank was incorporated on August 9th, 2006 and started operations as a commercial bank in January 8th 2008, in a historic event, where it was granted the country’s first fully-fledged commercial banking license as a dedicated Islamic bank, by the Central Bank of Kenya.
Job Description

To champion uptake of DFS channels through quality customer engagements and ensure customer success. The role holder will drive acquisition of new subscriptions onto digital channels, cross-sell digital solutions and enhance utilization of digital channels for both existing and NTB customers.

 

Key Responsibilities:

 

Business Development

 

Drive GAB Collect Merchant recruitment as per the established process and track performance.

 

Carry out periodic and regular visits to the GAB Collect Merchants to drive usage and ensure that dormancy levels are below the defined threshold

 

Support deposit mobilization by monitoring and ensuring GAB Collect Merchants meet the throughput threshold for sustainability.

 

Drive Credit Card sales and acquisition programs.

 

Coordinate Market Storms for customer acquisition with Branch Teams.

 

Ensure GAB Collect Merchants are visible with the correct branding collaterals.

 

Retention

 

Provide guidance to New To Bank customers on how to get started with using digital channels.

 

Support in managing dormant GAB Collect Merchants and ensure utilization.

 

Support utilization and customer education campaigns.

 

Enable channels for customer feedback and facilitate action where required.

 

Relationship Management

 

Effectively manage assigned portfolios by establishing trust and driving growth in transacting customers.

 

Respond to all customer queries as per the agreed Service Level Agreements (SLAs)

 

Ensure that all customer information and queries are treated in line with confidentiality agreements as per employment contract with the Bank and HR policies.

 

Compliance & Operational Excellence

 

Actively engage support functions to drive efficiency and growth.

 

Review portfolio trends every month with the line Manager to ensure desired conversion and growth are on-track.

 

Ensure full compliance with Consumer Protection guidelines.

 

Comply with internal and regulatory requirements.

 

Timely submission of reports and adherence to internal SLAs.

 

Comply with operational and credit policies during client onboarding and servicing.

 

Ensure accurate recording of all customer engagements and interactions.

 

Brand and Support

 

Act as a brand ambassador by upholding and promoting the bank’s image.

 

Address and escalate customer issues promptly, ensuring timely resolution.

 

Support overall bank growth strategies by participating in campaigns and team initiatives.

 

Business Targets:

 

Business targets will be agreed with Manager DFS and signed off in the annual performance contract.

 

The targets will be based on:

 

Number of customers onboarded on tills

 

Percentage of tills transacting as per set minimum threshold volumes

 

Conversion of dormant tills to active tills

 

Ensure 100% of active GAB Collect Merchants are fully branded

 

Number of credit cards on boarded.

 

Quality of stakeholder engagement and issue resolutions.

 

Internal process improvement contributions.

 

Qualifications and experience

 

Bachelor’s Degree in any discipline from a recognized institution.

 

Strong interpersonal skills with the ability to build lasting relationships.

 

Excellent communication and presentation skills.

 

Life skills – the confidence and ability to relate to people from varied circumstances and walks of life.

 

Awareness of financial services.

 

Possess public relations skills in both formal and social gatherings and ability to establish and maintain effective working relationship with those interacted with in the course of carrying out duties.

 

High Integrity.

 

Proficiency in use of Microsoft Office Packages.

 

Must be fluent in English and Kiswahili.

 

Sales and customer service experience is an added advantage

 

 

Education: Degree, Diploma
Employment Type: Full Time

Recent Jobs