Customer Experience Advisor

SBM Bank Kenya is seeking a Customer Experience Advisor to join the Branch Operations team at its Kericho Branch. This position plays a critical role in delivering world-class customer service and ensuring that every customer walking into the branch receives consistent, professional, and seamless support. This job posting is optimized for search queries such as customer service jobs in Kenya, bank customer experience roles in Kericho, and careers at SBM Bank Kenya.

Key Job Information

• Position: Customer Experience Advisor
• Department: Branch Operations
• Band/Level: Officer
• Location: Kericho, Kenya
• Employment Type: Open-Ended Contract
• Contract Length: Open-Ended
• Application Deadline: November 25, 2025

About SBM Bank Kenya

SBM Bank Kenya is a member of SBM Group, an international banking powerhouse with operations across Africa and Asia. The bank is committed to delivering superior service through innovation, operational excellence, and customer-centric solutions. Known for its strong governance culture, modern banking systems, and diversified financial products, SBM Bank Kenya continues to position itself as one of the most trusted financial institutions in the country.

The bank places immense value on exceptional customer experience, professional service delivery, and continuous improvement—qualities that guide its branch operations nationwide. As part of its strategic focus on service excellence, the bank invests in staff training, digital transformation, and relationship-driven banking to ensure that customers enjoy a smooth, convenient, and efficient service experience.

This position is ideal for job seekers searching for bank customer service jobs in Kenya, customer experience roles in Kericho, or branch operations vacancies in leading financial institutions. The role offers an outstanding opportunity to join a forward-thinking bank with a strong commitment to customer satisfaction, staff development, and operational integrity.

Job Description

The Customer Experience Advisor is responsible for enhancing and maintaining high-level customer satisfaction across all touchpoints within the Kericho branch. The role holder will engage with walk-in customers, address inquiries, resolve issues, and ensure that all customers receive accurate and helpful information regarding SBM Bank’s products and services.

The advisor will also play a central role in driving business growth through cross-selling, account activation, and customer retention strategies. With a strong focus on operational compliance, the position ensures that customer interactions adhere to internal controls, banking regulations, and industry best practices.

This role aligns with high-intent search phrases such as customer experience advisor jobs, SBM Bank vacancies, frontline banking roles in Kenya, and branch service careers.

Key Responsibilities

Customer Experience – 40%

• Provide prompt, friendly, and helpful customer support to all walk-in clients while maintaining a warm and professional image.
• Use sound judgment to make decisions that meet customer expectations while ensuring mutually beneficial outcomes for both the bank and the customer.
• Offer accurate and relevant information on all SBM Bank products and services based on customer needs and feedback.
• Serve as a “One Stop Shop” by resolving customer queries, concerns, and complaints efficiently and completely.
• Take ownership of customer instructions, provide timely updates, and ensure closure within expected timelines.
• Deliver customer instruments—including cheque books, debit cards, prepaid cards, and digital banking access—within set turnaround times.
• Ensure escalated customer issues are resolved within 24 hours to maintain customer satisfaction and loyalty.
• Conduct root cause analysis to eliminate recurring customer issues and support service improvement initiatives.
• Uphold SBM Bank values and service excellence standards consistently.

Business Growth – 30%

• Drive revenue growth through revenue assurance and additional non-funded income opportunities.
• Open, reactivate, and retain customer accounts in line with set targets.
• Identify and refer cross-selling opportunities to deepen customer relationships and increase share of wallet.
• Promote the use of alternative digital channels including mobile banking, online banking, and card products.

Compliance and Audit – 20%

• Ensure the branch environment aligns with customer experience standards including dress code, name tags, clean desk policy, and floor management.
• Authenticate customers accurately and record interactions in CRM systems.
• Ensure compliance with all branch operations, customer service, and regulatory procedures including KYC, KYP, KYT, and AML policies.
• Remain vigilant and escalate any suspicious or unusual customer activities.

Learning and Development – 10%

• Engage in continuous learning to enhance individual performance and meet SLA and KPI requirements.
• Participate in ongoing training, coaching sessions, and bank-wide learning programs.

Key Relationships

• External Customers
• Branch Colleagues
• Branch Network Teams
• Central Office Departments

Required Qualifications

• Bachelor’s degree in any discipline with at least Second Class Honors.
• Strong verbal and written communication skills.
• Proficiency in customer service management processes.
• Excellent MS Office skills including Word, Excel, and PowerPoint.

Competencies Required

• Working with people
• Adhering to principles and values
• Relating and networking
• Persuading and influencing
• Presenting and communicating information
• Writing and reporting
• Learning and researching
• Creating and innovating
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Adapting and responding to change
• Coping with pressure and setbacks
• Achieving personal work goals and objectives

How to Apply

Interested candidates should apply using the Apply Now button below. Applicants are encouraged to submit their applications before the closing date to be considered for this Customer Experience Advisor opportunity at SBM Bank Kenya.