Relationship Officer- Diaspora Banking Assistant

Role Overview

This role focuses on growing the Diaspora banking portfolio by proactively marketing products and services to both existing and prospective members while delivering a highly personal, efficient service experience. You will work directly with overseas clients, building trust and ensuring that every interaction adds value for both the customer and the SACCO. Reporting to the Operations Manager, you will play a key part in supporting acquisition, retention, and long-term loyalty among a geographically dispersed customer base.

Key Responsibilities

• Develop and strengthen one-on-one relationships with Diaspora customers to encourage loyalty, repeat engagement, and word-of-mouth referrals.
• Act as the primary point of contact for client queries across phone, email, and messaging, providing clear guidance on account terms, fees, rates, and lending processes.
• Maintain accurate customer records on the core banking system, including updating account details, filing documentation, and monitoring transaction activity.
• Identify potential dormancy risks by tracking account usage after activation and taking proactive steps to re-engage clients.
• Review individual customer portfolios to assess satisfaction, product usage, and unmet needs, and cross-sell relevant products based on those insights.
• Support the Diaspora banking strategy by delivering sales performance that meets acquisition targets and service standards across different time zones.
• Ensure full compliance with SACCO policies, including Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, to mitigate fraud and operational risk.
• Contribute to networking forums and client engagement events that connect prospective and existing customers with the SACCO's offering.

Requirements & Qualifications

• Bachelor’s degree in Finance, Business, or a related discipline.
• At least 3 years of experience in a banking or financial institution environment.
• Proven exposure to sales or customer service roles within a financial setting.
• KCSE C Plain or equivalent, with a C Plain in English and Mathematics.
• Aged above 24 years.
• Strong interpersonal and communication skills, with the ability to build rapport remotely.
• Analytical and problem-solving mindset to identify customer needs and resolve issues.
• Results-driven approach with a focus on meeting portfolio growth and retention targets.