Family bank kenya

Job Title: Digital Channels Officer – DFS Job Family Bank Reference: DCNO02/25 Reporting To: Branch Manager Location: Various branches (travel required) Posted: October 18, 2025 (2 days ago) Category: Banking Jobs, Family Bank Jobs

Job Purpose: The incumbent will be responsible for championing uptake of DFS products while ensuring exceptional relationship management for retention. In essence, you’ll be the face of Family Bank’s digital ecosystem, recruiting users for virtual accounts, loans, and cards while nurturing agent networks to minimize dormancy and maximize transactions.

This role demands a blend of sales hustle and compliance savvy, fitting perfectly into Kenya’s push for cashless economies. Note: This job description may be subject to change in line with the Bank’s strategic direction.

Key Duties and Responsibilities

Family Bank’s DFS operations thrive on proactive engagement. Here’s what you’ll handle, divided into core pillars:

Acquisition

  • Recruit new customers by opening accounts virtually, onboarding credit card customers, prepaid card customers, debit card customers, virtual loan customers, and new online banking customers.
  • Drive recruitment of Agents, Merchants, and M-PESA Float Agents in the branch in line with laid-down standards and CBK guidelines while tracking performance.
  • Drive uptake of DFS products in the branch in line with agreed KPIs.

Retention & Monetization

  • Guide Agents, Merchants, and M-PESA Float Agents in their respective branches through the uptake processes and procedures, provide follow-up support, assist with replenishment of materials, resolve complaints, and offer general guidance to ensure nil dormancy.
  • Appraise agent activities in the branch by providing regular updates on the agent network and ensure excellent customer service delivery in agent and merchant business by promoting stellar customer-centric practices in line with the Bank’s policies.
  • Work with the branch team to provide continuous one-on-one agent training on operations and product knowledge, including training and awareness on Anti-Money Laundering (AML/CFT).
  • Ensure Family Bank Agents and Merchants are visible with proper branding and collaterals.
  • Coordinate seminars, forums, and market storms for Agents and Merchants, and provide platforms for feedback sharing.
  • Support the branch in activating dormant PesaPap accounts and renewing dormant cards.
  • Ensure adherence to the Central Bank of Kenya (CBK) guidelines on agent banking by sensitizing Agents and Merchants on compliance requirements.
  • Collaborate with the DFS Head Office team to resolve operational issues affecting DFS business and drive uptake of DFS innovations in the branch.
  • Conduct periodic visits to Merchants and Agents to drive Family Bank POS usage and ensure dormancy levels remain below 5%.
  • Ensure that at least 90% of transactions are migrated to digital channels.
  • Report potential and actual money laundering risks, including suspicious transactions, in line with AML policies and procedures, while ensuring adherence to the Data Protection Act.
  • Mentor new Digital Channels Officers by providing guidance on business growth.
  • Perform other duties and responsibilities as assigned by the Branch Manager, DFS Sales Manager, Head of Digital Financial Services, Channels Managers, or Regional Unit Leads.

These tasks highlight the role’s focus on measurable impact—think hitting KPIs for agent recruitment and digital migration—making it ideal for results-oriented Kenyan job seekers.

Qualifications and Key Competencies

To thrive, you’ll need a solid foundation in business and sales. Here’s the breakdown:

Essential Qualifications

  • Bachelor’s degree in Commerce or a business-related field.
  • Minimum of 1 year of sales experience in banking, preferably in digital sales.
  • Proficient in Microsoft Office applications.
  • Fluent in English and Swahili.

Key Attributes

  • Creative in the sales process and able to work effectively in high-pressure environments to meet targets.
  • Excellent interpersonal and communication skills.
  • Strong organizational skills with the ability to quickly assess and prioritize.
  • High level of integrity.
  • Willingness to travel.
  • Passion for sales and customer engagement.
  • Mature, self-motivated, and results-oriented.

Core Competencies

  • Demonstrates understanding of the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, maintains high levels of professionalism, pursues continuous professional development, and ensures adherence to the Data Protection Act.
  • Exhibits excellent people management skills, team motivation, and leadership competence.
  • Goal-focused and able to identify business opportunities.
  • Builds networks and maintains strong professional relationships.
  • Effectively manages and influences others to achieve results.
  • Shows passion and drive to deliver results even under challenging circumstances.
  • Pleasant personality with the ability to relate well in diverse social setups and teams.
  • Upholds high standards of professionalism, integrity, and respect for others.

These align with career advice for banking aspirants: Emphasize compliance and digital literacy in your applications to mirror Kenya’s regulated yet innovative sector.

How to Apply: Step-by-Step Guide

Don’t miss this employment opportunity—the deadline is tight! Follow these steps for a seamless submission:

  1. Prepare Your Documents: Update your CV highlighting sales achievements, DFS exposure, and CBK knowledge. Include a tailored cover letter explaining your passion for digital banking.
  2. Compose Your Email: Subject: “Application for Digital Channels Officer – DCNO02/25.” Attach CV and cover letter as PDFs.
  3. Send to: recruitment@familybank.co.ke.
  4. Double-Check: Ensure fluency in English/Swahili shines through; proofread for errors.
  5. Follow Up: If no response in 7 days, politely email inquiring about status.

Closing date: October 22, 2025. Canvassing will disqualify you.

Pro Tips for Kenyan Job Seekers: Boost Your Application Success

In competitive banking jobs in Kenya, standing out requires strategy. Here’s career advice drawn from top recruiters:

  • Tailor Ruthlessly: Use keywords like “DFS uptake,” “agent recruitment,” and “CBK compliance” from the JD in your CV—ATS systems love them.
  • Quantify Wins: Instead of “sales experience,” say “Drove 20% uptake in mobile banking at previous role.”
  • Network Smart: Connect with Family Bank staff on LinkedIn; mention shared connections in your cover letter.
  • Upskill Fast: Take free CBK webinars or Coursera’s digital finance courses to show initiative.
  • Prepare for Interviews: Practice scenarios like resolving agent complaints or pitching virtual loans—focus on customer-centric solutions.
  • Mind the Market: With 30% of Kenyans unbanked, highlight how your skills promote inclusion for bonus points.

These hacks can increase callbacks by 40%. Track more latest jobs in Kenya on Jobinkenya.co.ke for alerts.

Wrapping Up: Seize This Gateway to DFS Excellence

The Digital Channels Officer role at Family Bank is more than a vacancy—it’s a chance to shape Kenya’s digital economy while building a rewarding career in Kenyan banking. With its focus on innovation and inclusion, it’s tailor-made for driven talents eyeing long-term employment opportunities. Apply now, refine your edge with our tips, and explore endless Kenyan jobs at Jobinkenya.co.ke. Your next big break awaits!