Branch Relationship Officer- Eldoret at Commercial International Bank (CIB) Kenya

Responsibilities

Financial

• Scrutinize financial and operational reports, and action any necessary corrections on a daily, weekly, or monthly basis.
• Ensure all customer and account records are accurate and up to date, including proper filing and updating of customer records on the bank system.
• Handle all correspondence related to the portfolio, including emails, phone calls, messages, and documentation.
• Follow through promptly and meticulously on instructions provided by the Relationship Manager.
• Keep the Relationship Manager informed of progress and surface any issues, complaints, or claims transparently.

Customer

• Provide prompt and professional attention to all customer-related matters.
• Maintain accurate, up-to-date customer records across all systems and touchpoints.
• Develop knowledge of products and credit application processes to reduce rework and ensure timely service delivery.
• Deliver consistent and courteous communication to support positive customer experiences.

Functional Responsibilities

• Work collaboratively with internal enabler departments to meet turnaround times and service level agreements (SLAs).
• Build and maintain strong internal relationships through effective cooperation and regular communication.
• Share information and support team goals by being considerate and helpful to colleagues.
• Continuously enhance understanding of products, systems, and processes to improve service and efficiency.

Internal Business Process

• Review and correct internal reports regularly to support operational accuracy.
• Adhere to internal procedures for documentation and data management.
• Execute instructions effectively, with diligent follow-up and accountability.
• Communicate openly about delays, customer issues, or process challenges.
• Promote continuous improvement through teamwork and knowledge sharing.

Job Specification

Academic Qualifications

• Minimum of a Bachelor’s Degree in a relevant field.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is essential.
• A professional qualification in Customer Relationship Management or Sales & Marketing is an added advantage.

Professional Qualifications & Experience

• Prior experience in Sales, Personal Banking, Business Banking, or Corporate Banking is a strong advantage.
• On-the-job training will be provided for candidates meeting basic criteria.

Desired Work Experience

• Minimum of 6 months’ experience in a banking environment.

Personal Attributes & Core Skills

• Self-starter with a high degree of self-motivation.
• Independent and strategic thinker who can act with initiative.
• Strong interpersonal skills with a customer-focused attitude.
• Proven ability to prioritize tasks and work effectively under pressure.
• High level of attention to detail and accuracy.
• Flexible and open-minded, adaptable to change.
• Excellent collaboration and teamwork capabilities.
• Process-oriented with a focus on continuous improvement.
• Strong communication and presentation skills.
• Proficiency in spreadsheet tools (e.g., Microsoft Excel).

Key Internal Interactions:

• Enabler departments (e.g., Credit, Compliance, Operations)
• Other members of the Relationship Management team

Key External Interactions:

• Clients/Customers
• Vendors and Service Providers (as required)