Officer, Account Management Unit

Job Summary

The overall purpose of the Account Management Officer position is to deliver exceptional service through timely account processing with the aim of deepening our customer relationships.

Key Responsibilities

Operations - 65%

• Ensure compliance with bank operational and customer care policies and procedures
• Handle the following processes in line with Bank’s policies and operating procedures:
• Opening of accounts upon receiving all the relevant documents and ensuring that they are all approved by authorized signatories
• Maintenance of customer account details in the bank systems as per duly approved instructions and bank policies and procedures
• Updating mandates (signatures and photos) in the relevant bank systems
• Verification of cheque book orders from branches as per set Service Level Agreements.
• Activation of dormant accounts upon receiving all the relevant documentation.
• Facilitation of duly approved Bank initiated closures.
• Any other duties as may be allocated

Compliance - 25%

• To ensure compliance on bank operations policies and procedures.
• Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager Accounts Management Unit, and any other relevant Bank authority.

Customer Care - 10%

• Responding to queries regarding account processing within the set Service Level Agreements with precise resolutions.
• Escalate all customer issues beyond job scope to the Manager Accounts Management Unit and ensure follow through for closure.

Key Relationships

Customers of this Position - Internal Customers (Staff)

Knowledge, Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second class division or equivalent.
• Minimum B- in KCSE or equivalent
• Computer Literacy 

Competencies required for this Role:

• Working with People Shows respect for the views and contributions of other team members: shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Relating and Networking Easily establishes good relationships with customers and staff: relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others.
• Delivering Results and Meeting Customer Expectations Focuses on customer needs and satisfaction: sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Following Instructions and Procedures Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies: keeps to schedules, arrives punctually for work and meetings; demonstrates commitment to the organization; complies with legal obligations and safety requirements of the role.
• Achieving Personal Goals and Objectives Accepts and tackles demanding goals with enthusiasm: works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities