Summary: Job Title: Branch Customer Experience Officer

Job Details

  • Deadline: 25/08/2026
  • Company: World Vision
  • Location: Kitale
  • Employment Type: Full Time
  • Salary: Open

Job Description

Job Title: Branch Customer Experience Officer

Date Posted: 18/08/2026

Job Type: Full Time

Job Level: Middle

Employer: World Vision

Industry: Customer Service

Salary: Open

Location: Kitale

Country: Kenya

Deadline: 25/08/2026

Summary: Branch Customer Experience Officer position at World Vision, Kitale, focusing on client inquiry resolution, branch service quality, and microfinance user support. Requires a business degree and 2+ years of banking or microfinance customer service experience. Full-time role.

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

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

Click here to apply

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