Officer – Sales and Service at DIB Bank Kenya Limited (DIBBKE)

Job Purpose  

• Provide timely, friendly, and error-free services to all customers to meet their needs by achieving the assigned sales and service objectives/standards within the established time frame. 

Key Responsibilities 

Business Growth 

• Ensure the achievement of targets assigned by the Branch manager by conducting phone calls, cross-selling and referrals. 
• Migrate customer transactions from the branches to low-cost electronic channels to lower Branch Operational costs. 

Customer Service 

• Provide customers with competent, timely and error-free services in account opening and account management (Assets & Liability products, after sales etc.) to ensure high levels of service and customer satisfaction 
• Consistently meet and exceed service standards set for the customer services. 
• Guide customers regarding the right product to meet their needs and promote & cross-sell other Dubai Islamic Bank products & services to existing customers. Generate product leads from potential customers through interaction and dissemination of product and service information. 

Service Quality & Business Operations Control 

• Adherence to all established Bank’s policies, operating manuals, service quality standards and code of conduct for smooth workflow, high service quality and low level of operational risk. 
• Compiles various MIS reports and report any discrepancies to the immediate supervisor to ensure accurate service delivery to customers. 

Internal Process 

• To ensure that all transactions are processed as per the compliance rules and regulations and maintain effective due diligence on the customers before proceeding with any facilities. 
• To assist and participate in any branch projects (Service Quality Programs, Process changes, Sales…etc.).  
• Follow up on various cases with all the concerned stakeholders such as customers, internal Bank’s departments to ensure 100% closing mandates. 
• Responsible of custodianship of securities as assigned by the Branch Manger 

Training & Development 

• Attend various training and learning programs to close the skill gaps and to ensure proper awareness about DIBKL products. 
• Maintain effective relationships with supervisors and peers and provide support whenever it is required. 
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the supervisor. 

 Job Specification 

Education     

• Minimum Bachelor’s degree   

Training Skills     

• Commercial Market knowledge  
• Relevant Product Knowledge  
• Computer skills 

Work Experience     

• Minimum 2 years’ Banking experience in a similar role 

Competencies     

• Good communication & interpersonal skills 
• Selling / cross selling Skills 
• Team Orientation 
• Understanding of Sharia Banking principles will be an added advantage.