Job Title: Senior Teller
Hiring Organization: Sidian
Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/15/2024
The job
holder will be responsible for supporting the Operations Manager and the Branch
Manager to deliver best in class customer service to customers to maximize
relationship building through managing the Service Delivery function (Customer
Service and Tellering) in the branch to ensure the delivery of quality service
to customers, the projection of a professional and warm image, maintenance of
operational controls and continuous improvement in operational efficiency.
Key Responsibilities
Branch
controls, processes and procedures custodian:
Overall
responsibility for management of branch cash transactions up to a limit of 5 M
and transfers i.e. RTGS, TTs and internal transfers up to 3M including call
backs.
Customer
service management, supervision of individual account opening documents prior
to being generated by the customer service team, authorization of debit card
issuance and E pin allocation to customers.
Branch
compliance audit and control of operational losses
Human
resource management at the branch level
Business
continuity, administration, branch controls and physical security maintenance
of the branch
Financial
controls at the branch
End of
day teller cash confirmation and balancing
Sitting
in for the Operations Manager
Supervision
of Teller Transactions during the day and managing bulk transactions
Complies
with bank operations and security procedures by participating in all
dual-control functions, maintaining customer traffic surveys, auditing other
tellers’ currency, assisting in certification of proof of funds by customer.
Maintains
customer confidence and protects bank operations by keeping information
confidential
Sales
& Customer Service
Ensure
cash transactions, customer queries, requests or complaints are handled within
the defined Service Level Agreements (SLAs) and Turn Around Time.
Endeavors
to increase deposits by new and existing clients by identifying and evaluating
client needs’ through observation, listening and questioning techniques through
tele sales.
Maintains
a complete understanding of all products and services offered via Sidian
distribution channels, with knowledge sufficient to discuss product attributes
fully and confidently.
Calls new
and existing customers to cross sell and upsell bank products.
Contributes
to the efficient operation of the branch through the accurate and timely
processing of all transactions and account maintenance, including customer
instructions, account information requests, account instruments etc.
Influencing
customer’s decision making so that they transfer their ‘main bank’
transactional banking to Sidian and utilize Sidian range of non-term deposit
products, which assists the branch meet its funding margin objective.
Contributes
to the promotion of the branch by preparing displays, coordinating and
distributing promotional materials and organizing functions.
Develops
and maintains relationships with new and existing clients to capitalize on
opportunities to cross-sell Sidian products and services to existing and
potential clients.
Responsible
for making referrals to Relationship Officers and Bancassurance for uptake and
utilization of bank products, services and channels.
Responsible
for ensuring that all accounts opened in the branch are signed up to at least
one digital channel.
Ensure
that customer tools are stored safely and are delivered to the customer as per
the set SLA
Branch
Operations
Ensures
up-to-date information for all branch customers at all times.
Ensures
the accurate and timely processing and delivery of all certificates, account
information, and statements to clients.
Contributes
to the flow of communication within the team, by actively participating in
staff meetings.
Provides
information and reports as requested.
Ensure
proper documentation and filing is done for all transactions.
Risk
& Compliance
Submit
accurate and up-to-date Operational risk and control self-assessments (RCSA/
ORSA) on time.
To ensure
implementation and compliance with operational policies and procedures.
Closure
of identified deficiencies from concluded audits, correction within stipulated
timelines, and ensure no repeat findings.
Ensure
that all customers onboarded to the bank meet the minimum criteria and are
screened adequately considering the Bank’s AML/CFT/CPF guidelines.
Continuously
monitor customer transactions in the context of their profile, properly
document the background and purpose of all complex, unusual, large
transactions, and all unusual patterns of transactions, which have no apparent
economic or visible lawful purpose.
Responsible
for immediately alerting the MLRO on suspicious transactions or activities
noted in customers’ accounts escalated by the branch staff. Any inconsistent
activities or transactions, any suspicious accounts, any attempted accounts or
transactions, must be investigated and reported to the compliance function
immediately, placing a clear basis of suspicion.
Ensure
that customer accounts are suitable for purpose e.g. avoid opening children’s
accounts for normal day to day transactions as opposed to opening a current
account.
Prior to
Customer on boarding, ensure that a potential client has been screened, account
opening form is duly completed and all required documentation as per the
account opening policy obtained.
Ensure
that verification is done as to the identity of the customer, documentation
used to open an account, and conducted transactions during the customer
journey.
Identify
any high risk accounts such as Politically Exposed Persons (PEP) at point of
account opening and at execution of transaction continuously, given the dynamic
nature of such high risk accounts. Forward the details of such high-risk
customer(s) and any PEP/PEP Related persons noted to senior management for
approval. Ensure that such accounts have all the requisite documents such as
updated annual EDDs, are marked as high risk in the system and the reason for
high risk rating properly indicated.
Recommend
revision of controls, where appropriate, to address new or previously
uncontrolled risks.
Ensure
compliance with agreed limits of authority and levels of access to systems and
information.
Academic
Background
University
degree or above in a relevant business discipline e.g. business administration
or finance.
Work
Experience
At least
4 years in banking operations, of which 2 years should be at a supervisory
level.
Skills
& Competencies
Interpersonal
skills to effectively communicate with and manage customer expectations
(internal and external), and other stakeholders who impact performance.
Knowledge
of relevant products and services.
Knowledge
and effective application of all relevant banking policies, processes,
procedures and guidelines to consistently achieve required compliance standards
or benchmarks.
Self-empowerment
to enable development of open communication, teamwork and trust that are needed
to support performance and customer-service oriented culture.
Professional
Certification
Diploma
in Banking – AKIB (added advantage)
