Job Purpose:

Digital Channels Officer will be responsible for Championing uptake of DFS products while ensuring exceptional relationship management for retention.

Responsibilities:

• Recruitment of New customers by opening Accounts Virtually, On-board Credit Card customers, On-board Prepaid card customers, recruit New customers for Virtual Loans and New Family Pay customers.
• Driving Agent/Merchant/ MPESA Agents recruitment in the branch as per the laid down standards and CBK Guidelines as well as tracking and performance.
• Drive uptake of DFS products in the Branch as per agreed KPI’s.
• Guiding Agents/Merchants/MPESA Agents in their respective branches, through the uptake process and procedures, and follow up, assistance in terms of replenishing of materials, complaints resolve and general guidance and Ensure Nil dormancy.
• Providing regular updates on the agent network and ensure Excellent Customer Service Delivery in Agents and Merchant Business by ensuring that Agents offer steller class customer centrism principles as guided by the banks policies.
• Working with Branch team to provide continuous one on one Agent training on operations and product knowledge and training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT).
• Ensuring Family Bank Agents and Merchants are visible with the correct branding collaterals.
• Supporting the Branch on dormant PesaPap activations and dormant card renewals.
• Ensuring observance of the Central Bank of Kenya Guidelines on Agent Banking by sensitizing Agents and Merchants on the CBK provisions and need to comply with the same.
• Working with DFS Head office team to resolve operational issues affecting DFS Business and also ensure uptake of DFS innovations in the Branch.
• Carrying out periodic and regular visits to the Merchants/Agents to drive Family Bank POS usage, ensure that dormancy levels of both Merchants are below 5 %.
• Ensuring that 90% of transactions are migrated to channels.
• Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures and adherence to Data Protection Act.
• Hand holding new Digital Channels officers by providing them with guidance on how to grow their business.

Requirements

Qualifications:

• Bachelor’s degree in commerce/business related field.
• At least 1 year sales experience in banking, preferably Digital sales.

Competencies:

• Goal-focused with a sharp ability to identify and capitalize on business opportunities, particularly in digital financial services.
• Demonstrates creativity in the sales process, able to innovate and adapt strategies to meet targets in competitive or high-pressure environments.
• Passionate and driven to achieve sales targets and organizational objectives, even under challenging circumstances.
• Builds and maintains strong professional networks, leveraging these relationships to drive business growth and enhance service delivery.
• Possesses the interpersonal skills necessary to build and sustain long-term relationships with clients, ensuring high levels of satisfaction and retention.
• Proficient in negotiation and persuasion, able to influence outcomes in favor of the organization while maintaining positive stakeholder relationships.
• Efficient in managing time and resources, ensuring that deadlines are met without compromising on quality.
• Proficient in the use of Microsoft Office Packages and other relevant digital tools, with a strong understanding of how technology can be leveraged to enhance financial services.
• Demonstrates unwavering integrity in all professional dealings, fostering trust and respect among colleagues, clients, and stakeholders.
• Deep understanding of the financial services industry, particularly in the digital space, with insights into market trends, competitive dynamics, and regulatory changes.
• Understanding of the Data Protection Act, Banking Act and Central Bank of Kenya (CBK) prudential guidelines.