Branch Customer Experience Officer (Kitale)

About the role

The Branch Customer Experience Officer will ensure smooth branch operations, strict compliance, and a high‑quality experience for clients at the Kitale branch. This role links operational efficiency with customer satisfaction by managing transactions, handling complaints, and supporting reporting activities.

Key responsibilities

• Deliver courteous, timely service and resolve client complaints within agreed turnaround times.
• Manage refunds, dormant account reconciliations, loan payoff simulations and maintain the Customer Complaint Register.
• Ensure compliance with internal policies on loan rescheduling, manual repayments, journal entries and maintain asset, float and impounded asset registers.
• Oversee branch licence renewals, security documentation and coordinate audit issue closure.
• Track and report turnaround times for transactions, identify bottlenecks and support the branch in achieving zero pending reconciliations.
• Support Kiva fundraising reporting, prepare branch‑level financial reports and submit donor data.
• Champion safeguarding standards, monitor insurance claims and assist in fraud prevention.
• Coordinate onboarding of new staff and act as liaison between headquarters and the branch.

Required profile

• Strong attention to detail and ability to work under tight deadlines.
• Excellent communication skills and a customer‑focused mindset.
• Ability to maintain confidentiality and uphold safeguarding standards.
• Proactive problem‑solver with a collaborative approach.

Required skills

• Experience with loan processing, account reconciliation and financial reporting.
• Familiarity with compliance procedures, audit coordination and document management.
• Basic knowledge of donor reporting platforms such as Kiva.