The Officer, Banking Services provides efficient and effective, high-quality services, in line with laid down procedures and guidelines to achieve the Bank’s mandate and strategic objectives.

This involves performing the following Banking and Financial Markets functions at the Branch/Centre: Accounts Management, Banking Services, Mandates, Clearing Operations, Transfers, Government Payments, Document Management, Reconciliation & Risk Management, Banking Systems testing, Financial Markets client relations & DhowCSD customers’ enquiries.

Strategic Responsibilities
Contribute as appropriate to the performance of the function and the overall achievement of the Bank’s strategic objectives.

Technical and Operational Responsibilities
1. Provide efficient and effective customer care.
2. Maintain order in the Banking Hall.
3. Perform the teller functions at the Branch.
4. Input teller funds transfers transactions.
5. Maintain the register of received documents.
6. Provide first level verification of documents.
7. Input details for opening, amending, and closing of accounts.
8. Input details for creation and withdrawal of mandates upon customers’ requests
9. Process the Internet Banking application forms.
10. Dispatch in a timely manner the New Tokens to Internet Banking users for the application forms delivered at Branch Banking Services Unit.
11. Issue accounts statements to customers upon request.
12. Prepare certificates of balances for County Governments upon request.
13. Swipe received cheques using MICR readers to capture the images for transmission to the Clearing System.
14. Maintain safe custody of outward cheques presented for clearing from the Branch.
15. Repost the unpaid cheques using the image return documents (IRDs) from Clearing House sent from Head Office.
16. Input or provide first level approval of in T24 System for funds transfers instructions.
17. Input or provide first level approval of transactions reversals entries.
18. Resolve queries and complaints from customers and make decisions in marginal risk situations.
19. Draft or review response letters to customer queries.
20. File all transactions documents.
21. Generate or review the list of documents scheduled for disposal as per the Bank’s retention and disposal policy.
22. Prepare the reconciliation for Banking Internal suspense accounts.
23. Prepare the risk register for the Banking functions.
24. Implement audit recommendations.
25. Provide input for new systems developments affecting functions at the Branch and participate as an inputter or first level approver in the testing of systems that affect Banking functions or Financial Markets operations at the Branch upon request by Head Office and ITD.
26. Respond to customers’ enquiries & issues on investments in Government securities and assist customers who visit the Branch to navigate the DhowCSD System.
27. Escalate issues, queries and complaints that may need further consultation to the Manager, Branches Services.
28. Conduct MPC Surveys.
29. Assist in preparation of the Banking Strategic Plan.
30. Assist in preparation of yearly budget for Banking Unit in consultation with Head Office.
31. Provide information for input into the Training Plan in consultation with Head Office Banking and Payment Services Department.
32. Maintain working relationships with appropriate external parties including Government departments, County Governments, commercial banks, and other financial institutions.
33. Comply with the Bank policies, procedures, guidelines, and internal controls.
34. Provide guidance to KDIC customers at the counter.
35. Perform any other task as may be assigned from time to time.

1. Bachelor’s Degree in Economics, Banking, Accounting, Finance, Business Administration, Mathematics, Computer Science, or related field of study.
2. Professional qualification in Banking, Accounting, Finance, Risk Management, or related field of study is an added advantage.

At least two (2) years’ work experience in Banking Operations, Financial Services, Economics, Accounting, or similar operations.

Technical Competencies
1. Knowledge of Banking laws and regulations.
2. Knowledge of Banking operations.
3. Accounting and financial management skills.
4. Customer care skills.
5. Change management skills.
6. Knowledge of Public Finance Management Act and regulations.
7. Knowledge of Treasury guidelines on signing instructions for National and County Governments.
8. Knowledge of the Government Securities operations and DhowCSD functions
9. Oral and written communication skills- ability to communicate clearly, simply and in a structured manner; and to use communication tools appropriately and effectively.
10. Computer proficiency and knowledge of banking systems.
11. Clear understanding of economics, banking, and relevant emerging issues in financial services management, Government operations and laws.
12. Risk management- ability to identify risks and develop mitigating measures.

General and Behavioural Competencies
1. Collaboration and teamwork - Ability to work collaboratively within a group of staff.
2. Quality orientation - Ability to perform tasks accurately. Adopt a disciplined approach to work and drive for closure, results, and success.
3. Communication & information sharing -Ability to express information clearly and succinctly, orally and in writing, considering the audience and the nature of the information.
4. Professionalism, work ethic & integrity - Ability to convey a high level of excellence and competence on delivery of duty.
5. Accountability and professional development – Ability to take and accept responsibility and outcome thereof openly and transparently.
6. Creativity and innovation - Proactively identify ways or resources through which work situations/processes can be continuously improved.
7. Customer focus - Ability to demonstrate concern for the expectations of customers and prioritize them as well as convey realistic expectations to both internal and external customers.
8. Emotional Intelligence - Manages emotions in a mature and composed manner as expected of a leader.

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