Equity Bank is a leading Financial Services Institution operating in Kenya. Our diversified business spans are banking, insurance, technology and social enterprises, enabling us to deliver integrated solutions that drive inclusive growth on a scale. Our business model is anchored on a distinctive Tri-Engine framework— Social, Economic and Sustainability, which systematically strengthens value-chains, empowers communities and delivers long-term social and economic impact.
Our purpose, “Transforming lives, giving dignity, and expanding opportunities for wealth creation,” guides our strategic decision. We are driven by a bold vision “to be the champion of the socio-economic prosperity of the people of Africa,” and this ambition is embedded in our culture through our core values of professionalism, integrity, creativity and innovation, teamwork, unity of purpose, respect and effective corporate governance (PICTURE).
Our growth and impact agenda is clearly defined and operationalized through the Africa Recovery and Resilience Plan (ARRP), which serves as the strategic blueprint for sustainable expansion and long-term value creation across the continent.
Role Purpose
The Contact Centre Agent is responsible for delivering consistent, high quality customer service across multiple service channels. The role serves as a key customer touchpoint, managing inquiries, service requests, and complaints relating to the Bank’s products and services.
The role holder is expected to apply a customer centric approach to resolve issues efficiently, enhance customer experience, and uphold service standards. Through effective engagement, problem resolution, and adherence to operational protocols, the role contributes to customer satisfaction, service excellence, and overall Contact Centre performance.
The Key Responsibilities
Deliver high quality, multi channel customer engagement, ensuring consistent, responsive, and professional service across all touchpoints.
Provide accurate, solution-oriented guidance on the Bank’s products and services, aligning offerings to customer needs and enhancing value delivery.
Capture and maintain complete, high quality customer data and interaction records to support informed decision making and service continuity.
Enable digital adoption by guiding customers on self service channels and resolving routine service issues efficiently.
Drive prompt and effective resolution of customer queries and complaints, ensuring seamless escalation and closure in line with service standards.
Continuously build product, system, and policy knowledge to ensure accurate advisory and compliance.
Achieve and sustain performance targets across service levels, productivity, and customer experience metrics.
Uphold strict adherence to regulatory standards, internal controls, and governance requirements in all customer interactions.
Key Technical Skills & Leadership Competencies
Excellent verbal and written communication skills.
Strong problem-solving and customer service skills.
Ability to work in a fast-paced environment with a focus on quality service.
Familiarity with CRM systems and basic banking applications is an added advantage.
Time Management
Adaptability and flexibility to thrive in a fast-paced and evolving work environment
Experience Requirements
2–4 years’ experience in customer service, service recovery, complaint management, or related role.
Experience handling escalations in the banking or financial services is an added advantage.
Demonstrated ability to manage complex customer issues and coordinate across departments.
Previous experience in a customer service or Contact Centre environment is preferred.
Commercial awareness and appreciation
Knowledge of Telco operations and industry awareness.
Knowledge of the Bank’s products or services is a plus
Academic Qualifications and Certifications
Bachelor’s degree in business, Communication, Customer Experience, or related field.
Customer Experience certification is an added advantage.
Professional certification in Customer Service, Call Centre Operations, or Sales (added advantage)
Basic ICT proficiency, including familiarity with MS Office applications and digital platforms
Training in communication skills, customer experience, or service excellence (added advantage)