Branch Customer Experience Officer – Kitale

About the role

The Branch Customer Experience Officer will ensure a high‑quality, professional service experience for VisionFund clients at the Kitale branch. You will manage client complaints, refunds, dormant account reconciliations, loan payoff simulations and uphold the VisionFund brand standards in all customer‑facing areas.

Key responsibilities

• Deliver courteous, timely service; maintain the Customer Complaint Register and resolve issues within agreed TATs.
• Process refunds, reconcile dormant accounts, and support loan payoff and closure simulations.
• Maintain strict compliance with company policies on loan reschedules, manual repayments, journal entries, asset registers and security documentation.
• Oversee branch license renewals, CRB/spin checks, and manage archiving, filing and scanning of critical documents.
• Track and report turnaround times for all customer transactions, identify bottlenecks and propose improvements.
• Support Kiva fundraising activities, prepare monthly Kiva and donor reports, and manage related reconciliations.
• Champion safeguarding standards, monitor insurance claims and assist in fraud prevention through strong internal controls.
• Coordinate onboarding of new staff, act as the communication link between HQ and the branch, and ensure accurate dispatches and reports.

Required profile

• Diploma or degree in Business, Banking, or Finance.
• Minimum 2 years experience in micro‑finance operations or branch administration.
• Strong customer‑service orientation with high attention to detail.
• Integrity, confidentiality and ability to multitask under pressure.

Required skills

• Knowledge of banking systems such as T24.
• Proficiency with Microsoft Office suite.