BoAK
Bank of Africa Kenya Limited
Experienced Teller at Bank of Africa Kenya Limited
KenyaFull TimeMid-Senior Level
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Bank of Africa Kenya Limited
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Job Purpose:
The role is responsible for efficiently handling high-volume and complex cash and non-cash financial transactions while ensuring strict compliance, zero cash differences, and superior customer service. Additionally, the role acts as an operational escalation point for junior tellers, active cross-seller of bank products, and primary support to branch operational controls.
Responsibilities and Accountabilities;
Customer Satisfaction
Maintain high and unparalleled customer service standards at the branch through timely and accurate processing of routine and complex customer transactions according to laid-down SLAs and documented procedures.
Promptly resolve customer inquiries and handle initial escalations of front-line complaints before referring complex matters to the Customer Service Manager (CSM).
Provide guidance to junior tellers on efficient queue management and professional handling of demanding customer interaction
Operational Efficiency and Escalation Support
Strictly adhere to higher individual teller cash limits and manage branch cash-handling activities in compliance with operational policies.
Balance Till within 30 minutes after close of business and assist in investigating and resolving any cash discrepancies or till imbalances across the teller line.
Handle high-value or specialized transactional processing, including foreign currency exchanges, draft issuance, complex outward clearing cheques, and bulk cash requests.
Execute timely ordering, update, reconciliation, safe custody, and destruction of Cheque Books, ATM cards, and PIN mailers according to documented procedures.
Facilitate continuous capture and validation of clearing cheques to ensure strict compliance with the daily 4:30 PM clearing file submission deadline.
Assist the Assistant Operations Manager and CSM in dual-custody routines, vault operations, and ATM cash replenishments as delegated.
Financial & Revenue Drive
Ensure 100% collection of applicable commissions, transaction fees, and tariffs across all processed requests.
Drive cross-selling initiatives by identifying client needs and generating qualified leads/referrals for deposit accounts, loan products, foreign exchange (FX), and digital banking channels (e.g., B-Mobile, Internet Banking).
Consistently meet or exceed target transaction volumes and values without compromising processing accuracy.
Maintain zero cash differences and mitigate operational losses by preventing frauds, forgeries, and counterfeit notes through vigilant verification procedures.
AML, Audit Risk and Compliance
Maintain strict adherence to regulatory requirements, statutory guidelines, and internal operational standards, ensuring 100% implementation of Anti-Money Laundering (AML), Countering the Financing of Terrorism (CFT), and Know Your Customer (KYC) policies.
Vigilantly inspect documents, customer signatures, mandates, and identification to detect fraudulent activities, red flags, or operational risks.
Ensure immediate execution of corrective and preventative actions identified by internal audit, risk, compliance reviews, and snap checks.
Learning and Leadership support
Demonstrate expert product knowledge on all bank products and services, maintaining high scores on periodic product knowledge assessments.
Mentor and train New Tellers on branch cash-handling procedures, system usage, customer service protocols, and fraud detection techniques.
Take personal ownership of professional growth through participation in bank-sponsored and self-initiated development programs.
Minimum Requirements; Professional and Academic Qualifications;
Work Experience: Minimum 2 to 3 years of hands-on experience in bank teller operations or direct cash-handling/front-office retail banking operations.
Academic Qualifications: Bachelor's degree from a recognized and accredited university.
Professional Qualifications: Progress toward or completion of relevant banking qualifications (e.g., KIB, ACIB, CPA, or ACCA) will be an added advantage.