Digital Channels Officer at Family Bank Ltd

Acquisition:

This is the DFS champion in the branch networks who will champion uptake of DFS channels through: -

• Recruitment of New customers by opening Accounts Virtually, On-board Credit Card customers, On-board Prepaid card customers, Recruit New customers for Virtual Loans and New Family Pay customers.
• Driving Agent/Merchant/ MPESA Agents recruitment in the branch as per the laid down standards and CBK Guidelines as well as tracking and performance.
• Drive uptake of DFS products in the Branch as per agreed KPI’s.

Retention& Monetization:

• Guide Agents/Merchants/MPESA Agents in their respective branches, through the uptake process and procedures, and follow up, assistance in terms of replenishing of materials, complaints resolve and general guidance and Ensure Nil dormancy.
• Appraise agent activities in the Branch i.e. provide regular updates on the agent network and ensure Excellent Customer Service Delivery in Agents and Merchant Business by ensuring that Agents offer Steller class customer centrism principles as guided by the banks policies.
• Work with Branch team to provide continuous one on one Agent training on operations and product knowledge and training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT).
• Ensure Family Bank Agents and Merchants are visible with the correct branding collaterals.
• Coordinate seminars, forums and Market Storms for Agents and Merchants and provide forums for sharing feedback.
• Support the Branch on dormant PesaPap activations and dormant card renewals.
• Ensure observance of the Central Bank of Kenya Guidelines on Agent Banking by sensitizing Agents and Merchants on the CBK provisions and need to comply with the same.
• Work with DFS Head office team to resolve operational issues affecting DFS Business and also ensure uptake of DFS innovations in the Branch.
• Carry out periodic and regular visits to the Merchants/Agents to drive Family Bank POS usage, ensure that dormancy levels of both Merchants are below 5 %.
• Ensure that 90% of transactions are migrated to channels.
• Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures and adherence to Data protection Act.
• Hand hold new Digital Channels officers by providing them with guidance on how to grow their business.
• Other duties and responsibilities as allocated by Branch Manager, Chief Digital Officer, Senior and Channels Managers or regional Supervisor.
• Please note that your job description may be subject to change from time to time in line with the Bank's strategic direction.

KEY PERFORMANCE INDICATORS:

• Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, high levels of professionalism and professional development and adherence to Data Protection Act.
• Excellent people management skills, team motivation and leadership competence.
• Goal focused and able to spot business opportunities.
• Builds networks and maintains strong relationships.
• Able to manage and influence others to achieve results.
• Has passion and drive to achieve results under difficult circumstances.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.

QUALIFICATIONS

• Bachelor’s degree in commerce/business related field.
• Creative in sales process and be able to work in high pressure environments to meet targets.
• Excellent Interpersonal & Communication skills.
• Strong organization skills and the ability to quickly assess and prioritize.
• High Integrity.
• Willingness to travel.
• Must have passion for selling.
• Must be mature & self-motivated.
• Proficiency in use of Microsoft Office Packages.
• Must be fluent in English and Swahili.