Experienced Teller at Bank of Africa Kenya Limited

Job Description

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.

Responsibilities and Accountabilities;

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.

Minimum Requirements; Professional and Academic 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.