Agency Banking Support Officer

KCB is seeking a qualified professional for the position of Agency Banking Support Officer. The role will provide operational and administrative support for the Bank’s agency banking network, including Super Agents and Retail Agents. The successful candidate will help ensure smooth agent onboarding, activation, service delivery, compliance and performance monitoring.

The position also involves supporting agent relationships, resolving operational queries, coordinating training, monitoring transactions and maintaining accurate agent records. The role is suitable for a banking, finance or business professional with relevant experience in agency banking, financial services, operations or customer support.

Responsibilities

Agent Onboarding and Administration

• Support recruitment, onboarding and activation of Super Agents and Retail Agents.

• Verify agent onboarding documentation.

  

• Ensure completeness of KYC and compliance requirements.

• Coordinate agent registration and profile maintenance.

  

• Support agent system setup and activation.

• Maintain accurate agent records and related documentation.

  

• Support agent contract administration and renewal processes.

Operational Support

• Serve as the first point of contact for agent operational queries.

  

• Respond to agent support requests.

• Monitor agent activation and transaction activity.

• Monitor service utilization across the agency network.

• Escalate operational issues affecting agents.

• Track issues through to resolution.

• Support agent liquidity management and cash monitoring activities.

• Ensure timely processing of agent requests and service tickets.

Agent Relationship Support

• Maintain regular engagement with agents.

• Support initiatives aimed at improving agent retention and engagement.

• Communicate new products and services to agents.

• Communicate new policies, procedures and promotional campaigns.

• Gather feedback from agents and customers.

• Use feedback to support improvements in service delivery.

Compliance and Risk Monitoring

• Ensure agents comply with operational procedures.

• Monitor adherence to KYC requirements.

• Support compliance with AML/CFT guidelines.

• Ensure agents follow internal Bank policies.

• Support periodic agent compliance reviews.

• Escalate suspicious activities and operational incidents.

• Report compliance violations.

• Assist with fraud prevention and risk mitigation measures.

• Support audit and regulatory compliance activities.

Training and Capacity Building

• Coordinate agent training programmes.

• Coordinate refresher training sessions.

• Support development of training materials and operational guides.

• Educate agents on:

  • Products and services

  • Compliance requirements

  • Customer service standards

  • Operational procedures

• Monitor agent participation in training programmes.

• Assess training effectiveness and identify areas for improvement.

Performance Monitoring and Reporting

• Monitor agent transaction volumes.

• Monitor agent activity levels.

• Track overall agency network performance.

• Prepare periodic agent performance reports.

• Prepare onboarding and compliance reports.

• Monitor operational performance metrics.

• Track service delivery indicators.

• Escalate performance concerns.

• Support data collection and analysis for business reviews and decision-making.

Customer Experience Support

• Support prompt resolution of customer complaints.

• Support resolution of agent complaints.

• Monitor service quality across the agency network.

• Ensure adherence to customer service standards.

• Identify opportunities to improve customer experience.

• Identify opportunities to improve agent experience.

Agent Due Diligence and KYC

• Conduct agent due diligence.

• Support background verification of prospective agents.

• Conduct onboarding compliance reviews.

• Ensure proper KYC documentation is maintained.

• Maintain accurate compliance records for all agents.

• Support periodic agent reviews and recertification.

• Ensure reviews are conducted in line with regulatory requirements.

• Review agent ownership structures.

• Assess agent risk profiles against Bank standards.

Qualifications Required

Applicants should have:

• A Bachelor's degree in any of the following or an equivalent field:

  • Banking

  • Finance

  • Business Administration

  • Economics

  • Marketing

• Professional qualifications in a relevant business field will be an added advantage.

• A Master's degree in Business Administration will be an added advantage.

Experience Required

Candidates should have:

• At least 3 years of relevant professional experience.

• Experience in agency banking, banking operations or digital financial services.

• Experience supporting agent onboarding and administration.

• Knowledge of KYC and AML/CFT requirements.

• Experience in customer or agent support.

• Experience with operational reporting and performance monitoring.

• Knowledge of agent network management will be an advantage.

Skills and Competencies

The ideal candidate should demonstrate:

• Strong understanding of agency banking operations.

• Good knowledge of banking and financial services.

• Strong customer and agent service skills.

• Good administrative and organizational abilities.

• Strong attention to detail.

• Good understanding of KYC, AML/CFT and compliance requirements.

• Strong communication and interpersonal skills.

• Good analytical and problem-solving abilities.

• Ability to monitor and resolve operational issues.

• Ability to manage multiple requests and priorities.

• Good reporting and data analysis skills.

• Ability to work effectively with agents and internal stakeholders.

How to Apply

Interested and qualified candidates should submit their applications through the official KCB recruitment platform. Applicants should provide accurate information and ensure that their academic qualifications and professional experience meet the requirements for the Agency Banking Support Officer position.

Final Thought

The Agency Banking Support Officer position offers an opportunity for a banking or business professional to support the growth and effective operation of an agency banking network. Candidates with a relevant Bachelor's degree and at least three years of experience should consider applying for this opportunity.