Co-operative Bank of Kenya Limited Careers

CUSTOMER CARE AGENT (REF: CCA/04/24)

Job Purpose:

The Customer Care Agent will be responsible for providing and promoting a professional, high-quality frontline customer-focused service by efficiently handling in bound & outbound calls, correspondences at the SACCO, resolving customer queries in a timely manner, cross selling the SACCO products all geared towards increasing the SACCO profitability and upholding world-class service.

Reporting to the HR and Administration Officer.

Job Type: Contract – Two (2) Years

Main Duties and Responsibilities

• Updates the Member complaints register daily to reflect the nature of the complaint and resolution provided;
• Respond to Member queries and complaints, through telephone, email, and WhatsApp;
• Interacting with the Members to provide them with relevant system-related information to address inquiries regarding and or emanating from system-related products and services;
• Receiving walk-in clients;
• Resolving product or service-related problems and handling of Member complaints in accordance with the SACCO’s guidelines and policies;
• Collecting customer information and analyzing customer needs;
• Doing weekly, monthly, and annual reports to the supervisor regarding customer service;
• Handling clerical tasks and any other duties that may be assigned from time to time.

Qualifications & Experience

For appointment to this grade, the employee must have;

• Degree in Public relations, Communication or Business Management from a recognized university.
• A diploma in cooperative management is an added advantage.
• Experience working with an ERP Software.
• Must be able to work in a fast-paced environment.
• A minimum of two years of progressive working experience in customer service, marketing or administrative function in a related organization (SACCO).
• Excellent oral communication skills are required to speak effectively and with diplomacy to Members.

Chief Executive Officer Position (REF: CEO/KDJ/2024)

Duties & responsibilities

Reporting to the Board of directors, the Chief Executive Officer shall be responsible for the day-to-day running of the Sacco operations. Specific duties shall include;

• Co-ordination of the Sacco activities to ensure optimum and efficient utilization of all Sacco assets and resources.
• The implementation of and adherence to the policies, procedures and standards
• Management of the daily affairs of the Sacco in a competent manner
• Ensure selection of competent and qualified personnel
• Supervision of all members of staff in head office and various branches
• Setting up performance management system and evaluation of staff performance
• Manage the Sacco’s budget ensuring spending is in line with overall budget
• Monitor key performance areas and ensure all targets are met
• Review and implement regulations, internal systems, structures, procedures and controls to improve the quality of service
• Implementation of the Sacco’s Strategic plan, policies and business plans
• Manage the credit portfolio and provide reports to the Board of directors.
• Attend all board of Directors meetings on an advisory capacity
• Represent the Sacco in forums, business transactions and any other transaction authorized by the Board of Directors;
• Ensure compliance with all statutory requirements & relevant bodies.
• Timely preparation and presentation of various progress reports to board of directors
• Any other lawful duty that may be assigned by the Board of Directors.

Attributes/Skills

• Proven leadership and administrative capacity
• High financial management capability
• Judgment and decision-making ability
• Excellent communication and presentation skills
• Strategic thinking and results oriented.
• Proficient in Microsoft office suite

Qualifications

The candidate should have:

• A Business-related degree or its equivalent from a recognised university
• CPA (Part II) or its equivalent
• A diploma in Co-operative Management will be an added advantage.
• 5 years practical experience in a busy financial institution of which 3 years must be in a management position
  Proficient in Microsoft office suite
• Age: 35 years and above.

DEBT RECOVERY OFFICER (REF: DRO/04/24)

Job Purpose

The Debt Recovery Officer will support the Sacco in effective Debt collection as per strategic plan targets. She/he is responsible for the accurate analyses of loan applications, credit data, financial information & other relevant information to assure on the loan security, ability to repay loans and the associated credit risk.

Reports to: Loans Recovery Head

• Main Duties and Responsibilities
• Ensure effective and efficient recovery of loans.
• Follow up of remittances and variances for assigned loans portfolio.
• Key KPI – Collections for SMEs and Business members.
• Identifying delinquent loans and sending all notices to the loanees and guarantors.
• Identifying defaulted loans and instigating recovery from guarantors/ realizing of securities in liaison with Debt Recovery Lead.
• Sending member statements.
• Field/ Business visits as necessary.
• Reports: Preparing accurate and timely weekly/ monthly collection reports.
• Any other lawful duties that may be assigned from time to time.

Qualifications & Experience

• Diploma in Co-operative Management, Business Administration, or its equivalent qualification.
• A bachelor’s degree in Cooperative management or its equivalent is an added advantage.
• Minimum two (2) years’ experience in a similar role in a financial institution.
• Proficiency in computer skills.
• Proficiency in computerized accounting system

Personal Attributes required for this role:

• Debt recovery analysis skills.
• Good Analytical Skills.
• Good communications and negotiation skills.
• A person of Integrity.
• Team player

ASSISTANT ACCOUNTANT (REF: AACC/04/24)

Job purpose:

Carry out financial and accounting processes, in compliance with financial policies, procedures and controls systems.

Reporting to: Accountant

Main Duties and Responsibilities

• Updating the member’s accounts and general ledger, Daily receipting (standing orders, direct debits, M-PESA and Other remittances) and cash management.
• Daily processing of loan disbursement, refunds and any other member related payments.
• Timely and accurate processing of supplier, allowances and other payments.
• Debtor and Creditors updates and management.
• Reconciling of members’ accounts.
• Reconciliation of Bank, MPESA and GL accounts.
• Petty cash management and reconciliation.
• Timely preparation of NSSF, PAYE, NHIF and other statutory deductions.
• Reconciliations of Eft payments with the loan listings.
• Processing yearly dividend /Interest.
• Validating and processing of refunds and withdrawals to ensure the right amount are refunded to the right members.
• Prepare daily summaries of expenses and cash position reports.
• Filing of income tax returns.
• Other duties assigned by the Supervisor from time to time.

Qualifications & Experience

• At least a bachelor’s degree in Finance or Accounting, of business-related field.
• Diploma in Business related field or its equivalent from a recognized university will be an added advantage.
• CPA K.
• A member of a relevant professional body is an added advantage.
• Minimum 2 years relevant experience and in a similar position.

SALES REPRESENTATIVES (REF: SR/04/24)

JOB PURPOSE

To recruit members for the Society and present, promote and sell products/services using sound arguments to existing and prospective customers.

Reporting to: Business Development Manager

Main Duties and Responsibilities

• Recruit new members to the Sacco.
• Ensuring the recruited member accounts are fully funded and active.
• Achieving the set individual targets in terms of numbers and values.
• Supporting the organization and participating in sales and marketing events
• Assist in Disseminating relevant savings, loans, and services information to the Sacco members.
• Cross-selling products/services to existing and potential members.
• Assist in identifying new sales, sales prospects and follow up on new leads and referrals resulting from field activity.
• Assisting in marketing research and segmentation.
• Participating in various outreach events such as member education, among others.
• Submitting periodic sales reports in the prescribed manner.
• Carrying out sales activation drives.
• Establishing and maintaining sound member relationships.
• Ensuring compliance with necessary due diligence and the Sacco Know Your Customer (KYC) policies.
• Drive demand for the Sacco’s product portfolio.
• Keep a keen eye on market trends and the competition.
• Preparing sales reports on weekly, monthly, quarterly basis for analysis by the supervisor.
• Assist in implementation of sales, marketing and business growth strategies.
• Assist in preparation of presentations for prospective customers.
• Visit clients to get complaints/comments and handling complaints at the field level.
• Any other lawful duties that may be assigned from time to time.

Qualifications & Experience

• Diploma in Co-operative Management, Business Administration, Marketing, or its equivalent qualification.
• A bachelor’s degree in Cooperative management or its equivalent is an added advantage.
• Minimum 1-year relevant experience and in a in a similar position.

DIGITAL MARKETING OFFICER (REF: DMO/04/24)

Job purpose:

Digital Marketing Officer will be responsible in developing strong and innovative digital marketing strategies to drive traffic to SACCO digital pages and generate interest in the SACCO products and services and maintain quality, engaging and impactful communication standards. He / She will also develop, create, and publish engaging written, graphic, and video content while staying up to date on latest marketing technologies and social media

Reporting to: Business Development Manager

Main Duties and Responsibilities

• Operate Sacco’s official website, social media sites, blog and all other Nation Sacco digital media platforms.
• Create amazing stories using photos, video, and motion graphics.
• Generate, edit, publish, and share daily content (original text, images, video, or HTML) that builds meaningful connections and encourages members to act.
• Conceptualize, Develop, design, and publish Nation Sacco’s audio, visual and motion.
• Publicity and educational content on assigned platforms.
• Moderate all user-generated content in line with the digital marketing policy.
• Set up and optimize company pages within each platform to increase the visibility of company’s social content.
• Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging, and audience identification.
• Collaborate with other departments (customer relations, sales, credit, finance etc.) to manage reputation, identify key players and coordinate actions.
• Assist the Marketing Manager in developing and implementing a digital marketing strategy.
• Conceptualize and design all Sacco branding materials in all aspects including the Sacco advertising tools e.g. Brochures, product catalogue etc.
• Achieve set out business targets; Increase Sacco business (loan book growth, membership, brand awareness, services, and products) uptake through digital marketing.
• Set up and optimize Sacco pages within each platform to increase the visibility of saccos social content.
• Conceptualize, edit and publish member messaging for Sacco products and services on email and other platforms.
• Other marketing duties assigned by the Manager from time to time.

Qualifications & Experience

• Diploma in Graphic Design, Mass Communication, Multimedia, Public Relations, or its equivalent.
• Degree in graphic design, mass communication will be an added advantage.
• Minimum three years in digital media marketing, social media management or graphic designing.
• A member of a relevant professional body is an added advantage.
• Social media platforms and website analytics.
• Proficiency and proven experience in use of still and video Camera.
• Excellent consulting, writing, editing (photo/video/text), presentation and communication skills.
• Knowledge of video and content creation.
• Proficiency in use of Adobe suite and Final cut pro.
• Proficiency in Cinema 4D or other motion graphics software will be an added advantage.

Personal Attributes required for this role:

• Communication skills.
• Interpersonal skills.
• Animation proficiency.
• Creative and innovative.
• Presentation skills

The Role

Specifically, the successful jobholder will be required to:

• Lead sales efforts and business growth in Co-operatives & CIBD Division.
• Originate, structure, and close mortgage/project cases, managing end-to-end deal conversion and revenue momentum.
• Develop and manage a mortgage pipeline, driving quality business through effective customer engagement.
• Ensure portfolio quality in adherence to the bank’s credit policy and risk management practices.
• Provide continuous product knowledge and support to Relationship Managers and customers, maximizing opportunity identification and solutions.
• Implement processes for early identification of problem accounts, collaborating closely with Relationship Managers.
• Monitor MIS/risk reports rigorously to mitigate potential risk factors.
• Monitor account conduct, payment of facilities, and covenant compliance.
• Support customers in financial challenges, facilitating appropriate restructuring to preserve the bank’s position.
• Ensure compliance with KYC and ALM measures, in line with regulatory requirements.
• Develop and maintain strong relationships with business function units.
• Enhance product visibility and market presence within CIBD and CBD.
• Foster partnerships to create an end-to-end customer approach and enhance the value chain.
• Conduct post-implementation reviews on key accounts, recording learning points for process improvement.
• Collaborate with product development teams and participate in staff training on mortgage products.
• Ensure strict adherence to all regulations, statutes, standards, and internal processes and procedures.
• Contribute to department/division attaining a “Satisfactory” rating in both internal and external audits by adhering to standards and regulations.

Skills, Competencies and Experience

The successful candidate will be required to have the following skills and competencies:

• A Bachelor’s degree in Finance/Accounting, Business Administration, Economics, or related field.
• An MBA and professional qualification in accountancy preferred.
• Knowledge and experience in real estate/project/construction finance, preferably in a banking environment.
• Ability to package solutions for emerging customer needs.
• Ability to drive sales and uptake of mortgage finance products.
• Knowledge in mortgage finance products and services.
• Capacity to ensure compliance with product credit policy and operations.
• A team player who can collaborate with business segments to identify client potential and ensure disbursements.

Job reference number SA/IID/2024 

The role

The successful jobholder will be expected to:

• Use appropriate tools, including logical models of components and interfaces, to contribute to the development of systems architectures in specific business or functional areas.
• Produce detailed component specifications and designs for implementation using selected products.
• Assess current systems architecture in place and recommend the best solutions for improvement.
• Resolving technical problems as they arise and assess the business impact that certain technical choices have.
• Evaluate and undertake impact analysis on major design options, assess and manage associated risks and ensure that the system design balances functional, service quality and systems management requirements.
• Test and provide guidance to teams on integrations and software components in accordance with the design.
• Continually research current and emerging technologies and propose changes where needed.
• Inform various stakeholders on problems with the current technical solutions being implemented.
• Provide advice on technical aspects of system development and integration (including requests for changes, deviations from specifications, etc.) and ensure that relevant technical strategies, policies, standards and practices are applied correctly. Provide input to the strategic direction of technology investments to assist in the development of the enterprise architecture to maximize the return on technology investment, participate in governance/stewardship of ESB/SOA, MSA artifacts definitions, including enterprise services, data, business events/topics, contracts and associated publish/subscribe participants.
• Specify and design large or complex systems, select appropriate design standards, methods and tools, consistent with agreed enterprise and solution architectures and ensures they are applied effectively.
• Peer review system designs, ensure selection of appropriate technology and multiple technology integrations
• Evaluate and undertake impact analysis on major design options and assess and manage associated risks and ensure that the system design balances functional, service quality and systems management requirements.
• Monitor the market to gain knowledge and understanding of currently emerging technologies, identify new and emerging hardware and software technologies and products and potential value to the organization.
• Document policies, procedures and reference architectures on Intranet and communicate updates to appropriate staff. Provide best practice recommendations for design and project implementation
• Attend code reviews to ensure that platform-specific standards and best practices are followed.
• Provide team support in project delivery; systems development, solution architecture Design, architecture reviews, architecture assessment, component development, ICT tools evaluation, vendor review,
• Ensures that the solution architectures align with the roadmaps established by enterprise architecture, and that they adhere to the enterprise architecture principles.

Qualifications, Skills & Attributes

The successful jobholder will be required to possess the following qualifications: –

• Bachelor’s degree in Computer Science, IT, Statistics, Actuarial Science and/or related fields
• 4 years’ professional experience in IT solution architecture, development of APIs on Enterprise service Bus (ESB) Service Oriented
• Architecture (SOA) or Microservice Architecture (MSA) experience is desirable.
• Solid grasp of design patterns and principles, particularly Object-Oriented Design (OOD), SOA, MSA, and Event-Driven Architecture (EDA).
• Microservice Architecture (MSA), Docker Kubernetes knowledge is desirable.
• Excellent software development skills – Java, Spring framework, JBoss, Websphere, C#, Oracle databases, SQL server, DevOps, Docker and
• Kubernetes, Cloud based solutions, Android, REST, XML/RPC, MQ, and Kennel.
• Experience with systems like Mobile money transfer, USSD/SMS, Internet Banking, Omni Channel, Open Banking architecture, core banking systems and other systems in a financial services ecosystem.
• Ability to analyze, simulate/prototype, design, document and develop APIs or product components with.
• Experience in Agile, DevOps, Automation of testing, deployments, monitoring is desirable.
• Familiarity with Unified Modeling Language (UML) and possesses knowledge of ancillary technologies in use at, such as Java, MS SQL server, Eclipse, Oracle, or an ability to quickly learn any of these if needed.
• Possesses a strong customer service attitude, excellent communication skills, exhibits a passion for learning and continuous improvement.
• Takes responsibility for acquiring new skills and broadening knowledge
• Exhibits a commitment to the utilization of defined standards and processes and strong business acumen.
• High level of mathematical aptitude and strong problem-solving skills, logical, analytical and investigative mind.
• Ability to handle complex information with accuracy and attention to detail with creative abilities,

Job reference number UXD/IID/2024

The successful jobholder will be expected to:

• Acts as a lead on all projects tasked with making complex user experience decisions and assist in the definition and translation of business/functional requirements into user flows and wireframes.
• Facilitate user experience design thinking sessions to identify business and technical requirements for technology, research and business initiatives to ensure that designs are successfully created and implemented to achieve the user goals.
• Develop overall user experience, interaction design and information architecture for technology and business initiatives at the level of detail and rigor needed by those who must base their work on the design.
• Use a variety of analytical techniques to gather and analyze design requirements (e.g. interviews, facilitated workshops, surveys, site visits, use cases, workflow analysis, observations, etc.)  This includes creating site maps, flows, wireframes, prototypes and design specifications; analyzing usability test results; and developing user experience design briefs.
• Evaluate information gathered from multiple sources with the aim of resolving conflicts and providing information to support interaction design prioritization and tradeoff decisions.
• Define process improvements for the user experience team and works with the leadership team to communicate and uphold user experience standards.
• Work with creative & visual leads and technical leads to understand technical systems and constraints so that design solutions are technically feasible and optimal and to co-evolve experience solutions through an iterative design process.
• Develop expert level knowledge of competitive and complementary design strategies to ensure a “best approach” design with every project
• Define and prioritize design schedules, milestones and deliverables on multiple project initiatives in addition to building/advocating the development of UI guidelines, standards and requirements that serve as the foundation for designing cohesive experiences.
• Act as an internal consultant and subject matter expert by staying on top of changing UX design technologies, as well as corporate, organization, and industry standards to ensure leading-edge interpretation and execution of design applications and to provide business and technical guidance where appropriate.

Qualifications, Skills & Attributes

The successful jobholder will be required to possess the following qualifications: –

• A Bachelor’s degree in an IT related field or Business related field with relevant IT Professional qualifications. Graphic or Visual Design,
• Digital Media Design, other visual specialty or any other related qualifications will be an added advantage.
• At least 3 years’ relevant work experience in a role directly related to web design, UX Design / Front-end mobile-web development experience, product design, product management, production management, marketing.
• Strong technical proficiency with UX tools such as Axure, Balsamiq, Sketch, and Adobe Creative Suite.
• Creative problem solver with experience leading projects and building consensus with multiple stakeholders and cross-functional teams.
• Demonstrated ability to scope and estimate efforts accurately, prioritize tasks and goals independently and rapidly produce deliverables in a fast-paced iterative environment.