Branch Customer Experience Officer
AI summary
World Vision Kenya is hiring a Branch Customer Experience Officer in Kitale, Trans Nzoia. The role focuses on ensuring seamless branch operations, compliance, and superior customer experience in a microfinance setting. Responsibilities include customer service, operational compliance, audit coordination, Kiva reporting, and safeguarding. A Diploma or Degree in Business, Banking, or Finance and 2+ years of microfinance or branch administration experience are required.
- Branch-based role in Kitale, Trans Nzoia County
- Focus on customer experience, compliance, and audit standards
- Requires 2+ years in microfinance operations or branch administration
- Involves Kiva reporting, reconciliations, and license renewals
- Application deadline is 2026-10-17
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in KitaleThe vacancy is associated with this location.
- UnclearComfort with the Fixed Term contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyLicence, permit or professional registration
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Branch Customer Experience Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to World Vision Kenya and the role in Kitale.
- Add concrete examples related to security, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Opened Career Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Opened Career Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Branch Customer Experience Officer role in security, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Kitale under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research World Vision Kenya before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
2026-08-18
Kitale Town
,
Trans Nzoia
,
Kenya
Expiration date
2026-10-17
2 Years
Gender
Both
Qualification
Bachelor Degree
Job Description
Purpose of the Position
The BCEO plays a critical support role in ensuring seamless branch operations, compliance, and superior customer experience. The role bridges operational efficiency with customer satisfaction by ensuring accuracy in processing, compliance with internal controls, and timely resolution of customer queries.
Key
Responsibilities
Customer Service &
Experience
- (25%)
- Deliver timely, professional, and courteous service to all clients.
- Maintain the Customer Complaint Register and ensure all complaints are resolved within agreed TATs.
- Manage refunds, dormant accounts reconciliation, and support loan payoff and closure simulations.
- Ensure customer-facing areas reflect the VisionFund brand through orderliness, cleanliness, and responsiveness.
- Operational Compliance & Control (25%)
- Ensure strict adherence to company policies and procedures, especially in loan reschedules, manual repayments, and journal entries (JEs).
- Maintain and update the asset register, float reconciliation, and impounded asset register.
- Manage the branch license renewals, CRB/spin checks, and security documentation (titles/logbooks).
- Oversee the archiving, filing, and scanning of all critical documents, including chattels and insurance documents.
- Coordinate with audit teams to close audit issues within 30 days and prevent repeat findings.
- Business Efficiency & Turnaround Time (20%)
- Track and report on TAT for all customer transactions, refunds, and claims.
- Monitor and report on service bottlenecks, proposing solutions to improve turnaround.
- Ensure all dispatches, reports, and communication to HQ are accurate and submitted on time.
- Support the branch in achieving zero pending reconciliations (floats, dormant accounts, refunds).
- Financial & Kiva Reporting (10%)
- Support Kiva fundraising activities and publishing, ensuring all required data is accurate and timely.
- Assist in preparing branch-level reports, including offsets, write-offs, and amendments of repeat clients.
- Manage reconciliation and submission of monthly Kiva reports and other donor-related data.
- Risk, Safeguarding & Compliance (10%)
- Champion safeguarding standards within the branch by maintaining confidentiality of client and staff information.
- Monitor branch insurance claims and ensure timely submission and follow-up.
- Support in fraud prevention by maintaining strong internal controls and promptly reporting anomalies.
- People Support & Coordination (10%)
- Coordinate onboarding of new staff and facilitate orientation at branch level.
- Act as a communication link between HQ and the branch to ensure proper flow of information.
- Take minutes during branch meetings and maintain key branch documentation.
- Promote teamwork, integrity, and continuous improvement across all branch functions.
- Key Performance Indicators (KPIs)
- Customer complaints resolved within agreed TATs.
- 100% compliance with audit and operational standards.
- Zero repeat audit findings.
- All reconciliations completed monthly (floats, dormant accounts, refunds).
- Timely and accurate submission of Kiva, insurance, and license reports.
- Positive branch customer satisfaction score and internal feedback.
- Qualifications & Competencies
- Diploma or Degree in Business, Banking, or Finance.
- 2+ years in microfinance operations or branch administration.
- Strong customer service orientation and attention to detail.
- Knowledge of banking systems (e.g., T24) and Microsoft Office.
- Integrity, confidentiality, and ability to multitask under pressure.