Customer Service Representative (Banking)

About the role

Q-Sourcing Limited, trading as Q-Sourcing Servtec, is a manpower management firm operating across East Africa. On behalf of its client, a leading financial institution, it is recruiting a Customer Service Representative in Kenya. The role sustains the bank's image and reputation by ensuring accurate transaction processing, efficient service delivery and timely resolution of customer complaints and claims, working closely with Relationship Managers, Credit, Operations, Treasury and Compliance teams.

Key responsibilities

• Promote digital banking channels and meet utilization targets.
• Review and validate account opening documents, KYC requirements and customer instructions, and check account standing before processing transactions.
• Process fund transfers, standing orders, cheque clearing and payments according to confirmed requests and service standards.
• Process outbound payments and transfers, liaising with payment service providers, correspondent banks and clearing houses.
• Provide transaction documents such as payment confirmations, SWIFT copies, receipts and statements, and coordinate with Treasury and Operations on foreign currency and correspondent banking matters.
• Follow up on transactions until funds are credited or debited on time, investigate delays, update the core banking system with reason codes and manage claims on delayed transactions, failed payments, chargebacks and incidents.
• Handle approved compensation in the core banking system and resolve core banking system issues and customer master data.
• Prepare daily operations and performance reports, respond to customers professionally and execute reversals, chargebacks and refunds where approved.

Required profile

• Degree or diploma in Banking, Finance, Business Administration or a related field.
• Over 3 years of relevant experience in banking, customer service or financial operations.
• Good command of English.
• Customer service training and certification is an added advantage.

Required skills

• Experience with SAP or a related ERP/core banking system.
• Proficiency in core banking systems and MS Office.
• Analytical and problem-solving skills, strong communication and attention to detail.