Customer Service Consultant

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.