Officer I, Cash Services

Officer I, Cash Services

Job Purpose

• To effectively attend to bank’s customers with their cash/cheques, Internal transfers or any such transactions on a daily basis whilst ensuring that the bank’s TAT is maintained at all times.
• To maintain high levels of customer service standards in order to maximize customer satisfaction.

Key Role &Responsibilities:

• Accurately and efficiently process of Branch transactions to customers in a way that maximizes customer satisfaction while meeting daily transaction targets in line with the Bank’s operating policies and procedures.
• Preparing cash for repatriation and vault custodian and ensure proper and accurate balancing of cash transactions on a daily basis.
• Ensure maintenance and effective utilization of physical assets.
• Cross-selling of bank products and services.
• Ensure compliance with all internal controls and established policies and procedures.
• Effective management of banking hall and reception desk as per the service charter.
• Responding to customer queries.
• Bank keys custodian.
• Cheque book monthly reconciliations.
• Processing courier bags both from clients and internal.
• Maintenance and filling documents.

Key Performance Indicators:

• Level of customer satisfaction (target nil customer complaints) through direct customer feedback and other channels e.g. suggestion box, mystery shopper reports etc.
• Number/value of transactions per day.
• Processing efficiency/ Achievement of service level agreements (SLA’s).
• Zero Cash EOD differences (Shortage/Excess).
• Zero fraud tolerance.
• Prompt balancing at the end of the day.
• Error rate in processing.
• Number of customer complaints.
• Number of Operational non-compliance exceptions.

Academic Requirements:

• Minimum of a Bachelor of Business/Finance or Banking degree from a recognized institution.
• Banking/Finance Certification will be an added advantage.

Experience:

• Minimum of three (3) years’ experience in a similar role.
• Experience in Branch operations covering Tellers Services.

Core Competencies:

• Banking/Financial Institutions Knowledge.
• Product Knowledge.
• Financial & Business Acumen.
• Customer Engagement.

Professional Competencies:

• Accountable.
• Excellence.
• Team Player/Collaboration.
• Leadership.
• Works Strategically.
• Relationship Building.

Technical Skills:

• Customer Service skills.
• Good understanding of bank operations.
• Basic Computer Skills.
• High level of honesty and integrity.
• Good interpersonal skills.
• Self-motivated & work with minimum supervision.
• Highly organized.
• Ability to work under tight deadlines.

Knowledge:

• In-depth knowledge of the bank’s products, banking industry’s standards, regulations, laws, CBK guidelines and general bank operations.
• Sound knowledge of Teller, Term Deposit, Banker cheque, Internal Transfer, cheque book, clearing policies and procedures.

The deadline for submission is 28th March 2026.