Branch Customer Experience Officer NGO Job World Vision, Kitale, Kenya

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.

How to Apply

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