Sales and Service (Mombasa) at DIB Bank Kenya Limited (DIBBKE)

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 ensure reduced cost for branch operations. 

Customer Service

• Provide customers with competent, timely, and error-free services in the area of 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 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 walk-in/ 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 a 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 departments in order to ensure 100% closing mandates.
• Responsible for custodianship of securities as assigned by the Branch Manager

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.

Education:

• Minimum Bachelor's Degree.

Training/Skills

• Commercial Market knowledge
• Relevant Product Knowledge
• Computer skills

Work Experience :

• Minimum 3 years’ Experience.

Competencies:

• Communication Skills
• Liaison Skills
• Selling Skills
• Team Orientation
• Banking services (types and Sharia provisions)
• Shariah, Foundations & principles of Islamic finance.