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