Client Relations and Office Administration (CROA) Officer (Business Analyst 1)

The Central Bank of Kenya (CBK) invites applications for the position of Client Relations and Office Administration (CROA) Officer in the Financial Markets Department. This is a prime career opportunity at CBK for professionals seeking financial markets jobs in Kenya with a focus on domestic debt, government securities, and investor relations.

Key Job Information

• Position: Client Relations and Office Administration (CROA) Officer (Business Analyst 1)
• Department: Financial Markets Department
• Location: Kenya
• Employment Type: Full-time
• Experience Level: Junior to Mid-level
• Application Deadline: Thursday, 29 January 2026 at 5.00 p.m.

Job Purpose

The CROA Officer acts as the first point of contact for domestic debt clients, investors, and other stakeholders. The role is responsible for ensuring a high-quality customer experience, providing accurate guidance on government securities, and supporting the efficient operations of the Financial Markets Department.

Key Responsibilities

• Deliver excellent customer service to internal and external clients engaging with domestic debt and government securities.
• Open and manage the Customer Care Service Desk daily from 8:45am to 2:00pm, serving walk-in customers at the Banking Hall.
• Provide guidance and advice on Government Securities (T-bills, bonds, and other financial market instruments).
• Maintain thorough knowledge of department operations, market procedures, and emerging financial market issues to ensure accurate and efficient service delivery.
• Address queries, feedback, complaints, and requests from public investors and internal stakeholders.
• Ensure compliance with Know Your Customer (KYC) principles and verification measures to minimize risk of fraudulent transactions.
• Input and manage all incoming and outgoing client documents, transactions, and authorizations in the DhowCSD System.
• Upload approved customer information using relevant software for display in the Banking Hall.
• Monitor and respond to emails sent to the Department’s official address, ensuring timely and professional responses.
• Support investor education initiatives, public awareness campaigns, and client engagement programs for government securities.
• Assist with quality assurance, risk reporting, and document management related to accounts and investor services.
• Collaborate with internal teams and stakeholders to streamline operations and enhance investor experience.
• Undertake any other roles and responsibilities assigned by the Department or management.

Qualifications

• Bachelor’s Degree in Business, Finance, Banking, Public Relations, Communication, Marketing, Information Science, or related field from a recognized institution.

Work Experience

• At least two (2) years’ relevant experience in customer service, office administration, or financial markets operations.
• Knowledge of domestic debt management and government securities is an added advantage.

Technical Competencies

• Understanding of domestic debt operations and government securities instruments.
• Interest rate monitoring, pricing, and evaluation of financial instruments.
• Knowledge of budgeting, ERP systems, Oracle requisitions, procurement, and financial operations in line with Bank policies.
• Investor relations, public awareness, and customer service delivery.
• Administration, protocol, event management, document management, fraud detection, and report writing.
• Computer literacy and use of relevant software tools for financial market operations.
• Awareness of emerging issues in money markets, capital markets, and derivatives.
• Knowledge of banking laws, Central Banking operations, and stakeholder management.

Behavioral & General Competencies

• Strong planning and organization skills with ability to prioritize tasks effectively.
• Quality orientation, ensuring accuracy and compliance with procedures and regulations.
• Professional communication and information sharing skills, tailored to different audiences.
• Understanding of departmental goals and contribution to overall team performance.
• Professionalism, integrity, and adherence to CBK values and ethics.
• Collaboration and teamwork with internal and external stakeholders.
• Accountability and commitment to professional development.
• Creativity and innovation in improving customer engagement and operational processes.
• Customer focus ensuring respectful, helpful, and responsive interactions.

How to Apply

Professionals seeking CBK jobs or financial markets employment in Kenya are invited to apply via the CBK Careers Portal. Register or log in, complete the online application form, and submit all relevant documents before the deadline.

Incomplete applications will not be considered. Only shortlisted candidates will be contacted. This role provides a valuable career opportunity at the Central Bank of Kenya for professionals interested in domestic debt, investor relations, and financial market operations.