Job Vacancies at Gulf African Bank

• To support the growth and servicing of the Diaspora banking portfolio by supporting in the acquisition of new customers, handling service requests, executing customer reactivation campaigns, managing money transfer service (MTS) relationships, and ensuring high levels of customer satisfaction across all touchpoints.

Key Responsibilities:

• Client Acquisition & Onboarding
• Support customer acquisition efforts by conducting prospect outreach, follow-ups, and documentation support.
• Engage with leads generated via campaigns, referrals, and partner networks across key diaspora markets.
• Facilitate smooth onboarding and account opening processes.
• Customer Relationship Support
• Serve as a liaison for Diaspora customer service needs. Work with other departments to understand and support customer service requests.
• Track and update pending customer documentation. Particularly on non-face to face onboarding.
• Coordinate with internal teams to ensure seamless end-to-end customer journeys.
• Reactivation & Engagement Campaigns
• Actively support the planning and execution of dormant customer reactivation and loyalty campaigns.
• Assist in targeted communications to target markets.
• Monitor customer activity trends and suggest micro-engagements to deepen customer relationships.
• Sales & Portfolio Growth Support
• Maintain a database of active, dormant, and pipeline clients, tracking movements and opportunities.
• Stay updated on diaspora market dynamics and support in generating insights to improve customer value propositions.
• Liaise with clients on mortgage queries and provide support to branches in compiling and packaging mortgage files for seamless credit decisioning.
• MTS Partner & Branch Support
• Support the management of Money Transfer Service (MTS) partners by assisting in performance tracking and issue resolution.
• Coordinate with branches to ensure smooth handling of MTS-related transactions and escalations.
• Market Intelligence & Reporting
• Monitor trends in diaspora banking (remittance flows, real estate, investments) to support product enhancement.
• Assist in preparing weekly and monthly reports on diaspora portfolio performance and pipeline activity.
• Maintain updated dashboards on client conversion rates, feedback, and service performance.
• Compliance & Operational Support
• Ensure all documentation, KYC, and due diligence processes are completed for each Diaspora Customer.
• Coordinate with operations, legal, and credit departments to ensure policy-aligned execution.
• Operations/Compliance
• Ensuring that the department follows Bank policies. These include (but are not limited to):
• Ensuring that Shariah-related, Know Your Customer (KYC), Anti-Money Laundering (AML),
• and other policies are adhered too
• Ensuring that all customer information, customer documentation and queries are treated in line with confidentiality agreements as per the employment contract with the Bank Business Targets:
• Business targets will be agreed with the Senior Diaspora Banking Manager and signed off in the annual performance contract.

The targets will be based on:

• Number of customers onboarded.
• MTS support (Number of transactions and stakeholder support.
• Level of transacting customers.
• Quality of stakeholder engagement and issue resolution.
• Internal process improvement contributions.
• Diaspora portfolio support (growth in deposits and loans).

Knowledge and Experience required for this Role

• A Bachelor’s degree in Business, Finance, Marketing, or related field.
• 3+ years in customer-facing roles, preferably in retail banking, customer service, or diaspora-facing services.
• Understanding of Kenyan diaspora banking needs and international remittance trends is a strong plus.

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To champion uptake of DFS channels through quality customer engagements and ensure customer success. The role holder will drive acquisition of new subscriptions onto digital channels, cross-sell digital solutions and enhance utilization of digital channels for both existing and NTB customers.

Key Responsibilities:

• Business Development
• Drive GAB Collect Merchant recruitment as per the established process and track performance.
• Carry out periodic and regular visits to the GAB Collect Merchants to drive usage and ensure that dormancy levels are below the defined threshold
• Support deposit mobilization by monitoring and ensuring GAB Collect Merchants meet the throughput threshold for sustainability.
• Drive Credit Card sales and acquisition programs.
• Coordinate Market Storms for customer acquisition with Branch Teams.
• Ensure GAB Collect Merchants are visible with the correct branding collaterals.
• Retention
• Provide guidance to New To Bank customers on how to get started with using digital channels.
• Support in managing dormant GAB Collect Merchants and ensure utilization.
• Support utilization and customer education campaigns.
• Enable channels for customer feedback and facilitate action where required.
• Relationship Management
• Effectively manage assigned portfolios by establishing trust and driving growth in transacting customers.
• Respond to all customer queries as per the agreed Service Level Agreements (SLAs)
• Ensure that all customer information and queries are treated in line with confidentiality agreements as per employment contract with the Bank and HR policies.
• Compliance & Operational Excellence
• Actively engage support functions to drive efficiency and growth.
• Review portfolio trends every month with the line Manager to ensure desired conversion and growth are on-track.
• Ensure full compliance with Consumer Protection guidelines.
• Comply with internal and regulatory requirements.
• Timely submission of reports and adherence to internal SLAs.
• Comply with operational and credit policies during client onboarding and servicing.
• Ensure accurate recording of all customer engagements and interactions.
• Brand and Support
• Act as a brand ambassador by upholding and promoting the bank’s image.
• Address and escalate customer issues promptly, ensuring timely resolution.
• Support overall bank growth strategies by participating in campaigns and team initiatives.
• Business Targets:
• Business targets will be agreed with Manager DFS and signed off in the annual performance contract.
• The targets will be based on:
• Number of customers onboarded on tills
• Percentage of tills transacting as per set minimum threshold volumes
• Conversion of dormant tills to active tills
• Ensure 100% of active GAB Collect Merchants are fully branded
• Number of credit cards on boarded.
• Quality of stakeholder engagement and issue resolutions.
• Internal process improvement contributions.

Qualifications and experience

• Bachelor’s Degree in any discipline from a recognized institution.
• Strong interpersonal skills with the ability to build lasting relationships.
• Excellent communication and presentation skills.
• Life skills – the confidence and ability to relate to people from varied circumstances and walks of life.
• Awareness of financial services.
• Possess public relations skills in both formal and social gatherings and ability to establish and maintain effective working relationship with those interacted with in the course of carrying out duties.
• High Integrity.
• Proficiency in use of Microsoft Office Packages.
• Must be fluent in English and Kiswahili.
• Sales and customer service experience is an added advantage