Receptionist – Banking

About the role

A leading financial institution in Kenya, operating in the banking sector, is appointing a Receptionist for its Head Office. The role reports to the Assistant Manager of the Executive Department and acts as the first point of contact for customers, visitors and other stakeholders, delivering a professional, welcoming reception experience while complying with the Bank's security, confidentiality and operational procedures.

Key responsibilities

• Attend to customer enquiries, welcome visitors and provide accurate general information about the Bank's services within the limits of the role.
• Manage the reception area so it stays clean, organized and professional, monitor customer flow and help manage queues during busy periods.
• Handle customer complaints at reception and escalate them to the appropriate officer; identify customers needing priority assistance.
• Receive and direct incoming calls, take and relay messages accurately and promptly, and respond to enquiries at the reception desk.
• Register and manage visitors according to access and security procedures, issue visitor passes where applicable, notify staff of arrivals, keep visitor records and report suspicious activity or unauthorized access.
• Sort and distribute mail, courier deliveries and documents, maintain reception registers, coordinate meeting room bookings and support the preparation of meeting rooms.
• Maintain an up-to-date directory of departments, key contacts and extensions.
• Keep customer, employee and Bank information confidential and comply with the Bank's policies, data protection, information security and workplace safety requirements.

Required profile

• Degree or diploma in Front Office Operations, Hospitality Management, Business Administration, Customer Service or a related field.
• At least 2 years' experience in reception, customer service or front-office administration, preferably in a bank or financial institution.
• Good knowledge of office administration and customer service; experience handling customers and visitors is desirable.
• Additional training in customer service, office administration or telephone etiquette is an advantage.

Required skills

• Proficiency in Microsoft Office applications and basic office systems.
• Excellent customer service, verbal and written communication and telephone etiquette.
• Strong interpersonal skills, attention to detail, good organization and time management.
• Ability to stay calm and professional under pressure and to work effectively with different departments and staff levels.