Branch Relationship Officer- Eldoret at Commercial International Bank (CIB) Kenya

Job Description

Responsibilities

Financial

Scrutinize financial and operational reports, and action any necessary corrections on a daily, weekly, or monthly basis.
Ensure all customer and account records are accurate and up to date, including proper filing and updating of customer records on the bank system.
Handle all correspondence related to the portfolio, including emails, phone calls, messages, and documentation.
Follow through promptly and meticulously on instructions provided by the Relationship Manager.
Keep the Relationship Manager informed of progress and surface any issues, complaints, or claims transparently.

Customer

Provide prompt and professional attention to all customer-related matters.
Maintain accurate, up-to-date customer records across all systems and touchpoints.
Develop knowledge of products and credit application processes to reduce rework and ensure timely service delivery.
Deliver consistent and courteous communication to support positive customer experiences.

Functional Responsibilities

Work collaboratively with internal enabler departments to meet turnaround times and service level agreements (SLAs).
Build and maintain strong internal relationships through effective cooperation and regular communication.
Share information and support team goals by being considerate and helpful to colleagues.
Continuously enhance understanding of products, systems, and processes to improve service and efficiency.

Internal Business Process

Review and correct internal reports regularly to support operational accuracy.
Adhere to internal procedures for documentation and data management.
Execute instructions effectively, with diligent follow-up and accountability.
Communicate openly about delays, customer issues, or process challenges.
Promote continuous improvement through teamwork and knowledge sharing.

Job Specification

Academic Qualifications

Minimum of a Bachelor’s Degree in a relevant field.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is essential.
A professional qualification in Customer Relationship Management or Sales & Marketing is an added advantage.

Professional Qualifications & Experience

Prior experience in Sales, Personal Banking, Business Banking, or Corporate Banking is a strong advantage.
On-the-job training will be provided for candidates meeting basic criteria.

Desired Work Experience

Minimum of 6 months’ experience in a banking environment.
Personal Attributes & Core Skills

Self-starter with a high degree of self-motivation.
Independent and strategic thinker who can act with initiative.
Strong interpersonal skills with a customer-focused attitude.
Proven ability to prioritize tasks and work effectively under pressure.
High level of attention to detail and accuracy.
Flexible and open-minded, adaptable to change.
Excellent collaboration and teamwork capabilities.
Process-oriented with a focus on continuous improvement.
Strong communication and presentation skills.
Proficiency in spreadsheet tools (e.g., Microsoft Excel).

Key Internal Interactions:

Enabler departments (e.g., Credit, Compliance, Operations)
Other members of the Relationship Management team

Key External Interactions:

Clients/Customers
Vendors and Service Providers (as required)