Organization: Equity Bank Kenya Ltd
Employment Type: Regular
Job Level: Non-Management
Job Shift: Day Job
Posted: May 14, 2026
Location: Kenya
Equity Bank Kenya is a leading financial services institution offering integrated solutions across banking, insurance, technology, and social enterprises. The Finserve Support Agent role is part of the bank’s Contact Centre team, focused on delivering excellent customer service and ensuring seamless client experiences across multiple channels.
The role involves handling customer inquiries, complaints, and service requests while maintaining high service standards and supporting the bank’s mission of transforming lives and expanding opportunities across Africa.
Role Purpose
The Contact Centre Agent is responsible for providing consistent, high-quality customer service across multiple communication channels. The role acts as a key point of contact for customers, ensuring efficient resolution of inquiries and complaints related to the bank’s products and services.
The role requires a customer-centric approach, strong communication skills, and the ability to resolve issues effectively while maintaining professionalism and compliance with banking standards.
Key Responsibilities
- Deliver high-quality multi-channel customer service across all touchpoints
- Provide accurate information on banking products and services
- Record and maintain complete customer interaction data in CRM systems
- Guide customers on digital and self-service banking channels
- Resolve customer queries and complaints promptly and effectively
- Escalate complex issues in line with service procedures
- Maintain strong knowledge of products, systems, and policies
- Achieve performance targets including service levels and productivity metrics
- Ensure compliance with regulatory, security, and internal control standards
Qualifications & Requirements
Technical Skills
- Excellent verbal and written communication skills
- Strong problem-solving and customer service abilities
- Ability to work in a fast-paced environment
- Familiarity with CRM systems and banking applications (added advantage)
- Strong time management, adaptability, and flexibility
Experience
- 2–4 years’ experience in customer service, complaint handling, or service recovery
- Experience in banking or financial services is an added advantage
- Contact Centre experience preferred
- Ability to handle escalations and complex customer issues
Academic Qualifications
- Bachelor’s degree in Business, Communication, Customer Experience, or related field
- Certification in Customer Service or Call Centre Operations (added advantage)
- Basic ICT proficiency including MS Office and digital platforms