M-Oriental Bank continues to strengthen its retail and SME banking footprint by identifying and nurturing talent capable of delivering high performance and exemplary customer service. In line with its expansion efforts and focus on operational excellence, the Bank is recruiting individuals who can effectively support branch operations, drive business growth, and maintain strong relationships with customers. This recruitment aims to bring on board professionals who can contribute to sustainable growth through innovative thinking, responsible banking practices, and consistent delivery of value to clients.
The Bank is currently seeking Relationship Officers and Branch Managers. These roles are essential in shaping customer experiences, supporting operational efficiency, and ensuring that branch objectives align with the Bank’s strategic goals. The following sections provide detailed job descriptions for each position and outline the responsibilities expected of successful candidates.
Relationship Officers
Locations: Nakuru, Eldoret, Nairobi
The Relationship Officer role plays a central part in the Bank’s efforts to strengthen customer acquisition, retention, and overall business growth. Relationship Officers are responsible for building sustainable customer relationships, driving sales of banking products, and identifying opportunities that support the Bank’s broader retail and SME objectives. They serve as key touchpoints between the Bank and its clients, ensuring that each customer receives timely assistance, tailored financial solutions, and guidance throughout their banking interactions.
Job Description
- Customer Relationship Management
The Relationship Officer’s primary responsibility is to build and maintain strong relationships with customers. This involves understanding customer needs, providing information on banking products, and ensuring clients receive the highest level of service. Relationship Officers are expected to engage with customers proactively, respond to inquiries, and offer appropriate financial solutions that match individual or business requirements.
A significant aspect of this responsibility includes conducting regular follow-ups with clients to ensure satisfaction with products and services. Relationship Officers must also monitor customer accounts to identify additional needs and emerging opportunities for cross-selling. - Business Growth and Sales
The Relationship Officer contributes directly to branch performance by meeting sales targets and generating new business. This includes identifying potential customers, conducting market research, and developing strategies to attract new clients. Relationship Officers must also promote and sell the Bank’s full range of products, which may include loans, savings accounts, insurance products, and other financial services.
Additionally, Relationship Officers are expected to participate in marketing initiatives, community engagement activities, and business development events. These activities help expand the Bank’s market presence and strengthen its competitive advantage. - Portfolio Management
Relationship Officers manage a portfolio of customers to ensure their financial needs are consistently supported. This includes monitoring account performance, ensuring timely repayments for credit facilities where applicable, and identifying risk indicators within customer accounts.
The role also involves preparing periodic performance reports, reviewing customer profiles, and maintaining accurate documentation for all interactions. Relationship Officers must ensure they adhere to the Bank’s credit policies and risk management guidelines when recommending financial solutions. - Customer Support and Service Delivery
A critical part of the Relationship Officer’s responsibilities involves ensuring that customers receive accurate and timely information. This requires handling service requests, resolving complaints, and guiding clients through various banking processes.
Relationship Officers must work closely with branch operations and other internal teams to provide seamless service delivery. They ensure that customer issues are escalated appropriately and resolved within acceptable timelines. - Compliance and Risk Management
Relationship Officers must adhere to all regulatory requirements, internal policies, and procedures. They are expected to maintain the highest standards of compliance when handling customer information, processing transactions, and recommending credit facilities.
In addition, the officer must stay informed about changes in regulatory frameworks, industry trends, and internal policy updates to ensure that all activities align with the Bank’s compliance expectations. - Reporting and Documentation
Accurate reporting and documentation are essential aspects of the Relationship Officer’s role. Officers must document all customer interactions, maintain updated customer records, and ensure that required documentation is complete and filed in accordance with internal standards.
They are also responsible for preparing daily, weekly, and monthly reports that reflect sales performance, customer feedback, and portfolio status.
Application Information
M-Oriental Bank is an equal opportunity employer. The Bank seeks and employs individuals who meet job-related standards of education, training, and experience.
Interested applicants are requested to forward their CVs to the following email address: [email protected]
Since applications are submitted via email, the article does not include an Apply Now link.
