Finserve Support Agent

ABOUT THE COMPANY

Equity Bank Kenya Limited, is a financial services provider headquartered in Nairobi, Kenya. It is licensed as a commercial bank, by the Central Bank of Kenya, the central bank and national banking regulator.

JOB SUMMARY

Experience Requirements  2–4 years’ experience in customer service, service recovery, complaint management, or related role.Experience handling escalations in the banking or financial services is an added advantage.Demonstrated ability to manage complex customer issues and coordinate across departments.Previous experience in a customer service or Contact Centre environment is preferred.Commercial awareness and appreciationKnowledge of Telco operations and industry awareness.Knowledge of the Bank’s products or services is a plusAcademic Qualifications and Certifications Bachelor’s degree in business, Communication, Customer Experience, or related field.Customer Experience certification is an added advantage.Professional certification in Customer Service, Call Centre Operations, or Sales (added advantage)Basic ICT proficiency, including familiarity with MS Office applications and digital platformsTraining in communication skills, customer experience, or service excellence (added advantage)

RESPONSIBILITIES

Deliver high quality, multi channel customer engagement, ensuring consistent, responsive, and professional service across all touchpoints.Provide accurate, solution-oriented guidance on the Bank’s products and services, aligning offerings to customer needs and enhancing value delivery.Capture and maintain complete, high quality customer data and interaction records to support informed decision making and service continuity.Enable digital adoption by guiding customers on self service channels and resolving routine service issues efficiently.Drive prompt and effective resolution of customer queries and complaints, ensuring seamless escalation and closure in line with service standards.Continuously build product, system, and policy knowledge to ensure accurate advisory and compliance.Achieve and sustain performance targets across service levels, productivity, and customer experience metrics.Uphold strict adherence to regulatory standards, internal controls, and governance requirements in all customer interactions.

REQUIRED SKILLS

Market research, intelligence, Customer service, Conflict and complaint resolution, Customer support, CRM systems

REQUIRED EDUCATION

Bachelor's degree