Customer Services Associate – Lamu

About the role

The Customer Services Associate will operate from the Westlands branch, handling a wide range of banking instructions and supporting customers with their account needs. This full‑time position focuses on accurate processing, proactive problem‑solving, and promoting the bank’s product portfolio.

Key responsibilities

• Receive, verify, authenticate, call back and process instructions such as RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque‑book requests and card applications.
• Prepare audit confirmations, certificates of balance, interest certificates and opinion letters for customers.
• Ensure completion of all account‑opening documentation and follow up on any deficiencies.
• Facilitate customer access to lockers and attend to walk‑in enquiries on account opening and products to maximise conversion.
• Respond to written and oral complaints and enquiries from customers.
• Cross‑sell the bank’s range of products and services, acquiring new active accounts and business.
• Order cheque books and cards as per customer specifications and manage their safe custody.
• Collect service charges in line with the bank tariff to prevent income leakage.

Required profile

• Bachelor’s degree in Business, Banking or a related field.
• At least one (1) year of relevant experience in a similar role within a comparable organisation.

Required skills