Relationship Officer – Operations and Customer Service at Africa Management Solutions Limited (AMSOL)

Key Responsibilities

• Receive, verify, and process cash and cheque transactions accurately within the core banking system.
• Handle cash payments, cheque encashments, and noncash transactions in compliance with operational procedures.
• Ensure proper balancing and reconciliation of tills, vault cash, and alternative banking channels.
• Maintain accurate transaction records and ensure all supporting documents are properly completed and authorized.
• Support daily reconciliation processes and promptly report any discrepancies or operational irregularities.
• Ensure compliance with AML, KYC, internal controls, and banking operational procedures.
• Identify and escalate suspicious transactions in line with compliance requirements.
• Promote and crosssell the organization’s banking products and services.
• Support growth of alternative banking channels including mobile banking, ATM usage, and digital banking services.
• Maintain strong customer relationships through professional and responsive customer service.
• Handle customer inquiries, complaints, and service requests within agreed turnaround times.
• Support customer retention and business growth through referrals and relationship management initiatives.
• Conduct customer followups and maintain an updated customer information database.
• Ensure efficient queue management and positive branch customer experience.
• Support branch operational efficiency through proper adherence to service standards and procedures.
• Participate in branch initiatives, selfdevelopment programs, and performance improvement activities.

Qualifications & Requirements

• Bachelor’s Degree or Diploma in Business Administration, Commerce, Finance, Banking, Economics, or a related field.
• Formal training or certification in Banking, Customer Service, or Relationship Management will be an added advantage.
• Minimum of 2 years’ relevant experience in banking operations, customer service, or relationship management.
• Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
• Experience in the same business is preferred.
• Strong understanding of banking operations, cash handling, and customer service procedures.
• Good knowledge of AML, KYC, and internal control requirements.
• Strong interpersonal, communication, and negotiation skills.
• Ability to work accurately under pressure and manage multiple responsibilities effectively.
• Proficiency in core banking systems and Microsoft Office applications will be an added advantage.

Key Competencies

• Customer relationship management
• Banking operations and cash handling
• Customer service excellence
• Compliance and operational controls
• Transaction processing and reconciliation
• Communication and interpersonal skills
• Sales and crossselling capabilities
• Attention to detail and accuracy
• Problemsolving and analytical skills
• Time management and teamwork