Entrenchment Consultants – Personal Banking (Affluent) at Sheer Logic

About the Role

We are seeking a dynamic Personal Banking Consultant to join our expanding team in Nairobi. In this role, you will execute targeted campaigns and strategies to drive client entrenchment, retention, and engagement within the affluent personal banking segment.

Key Responsibilities

• Execute defined tasks and key performance measures for Personal Banking campaigns in line with established guidelines, success measures, and frameworks
• Implement and engage clients for campaigns designed to increase entrenchment, drive cross-sell opportunities, improve transactional activity, minimize client disengagement, and convert new-to-bank (NTB) sales to active clients
• Conduct client calls that result in increased transactional activity, cross-sell success, and improved retention rates
• Report and close off daily activities using necessary tools and templates to support weekly, monthly, and quarterly reporting
• Collate information on value, variation, and system failures to contribute to management information development and process improvement
• Educate clients on relevant procedures, system functionalities (including self-service and IVR capabilities), and general banking information
• Inform clients of their rights and obligations to the bank in accordance with the Code of Banking Practice
• Understand and adhere to all risk and compliance requirements associated with client demands

Required Experience

• 3–4 years of experience in branch banking or contact centre environment
• Strong understanding of banking processes, policies, and products

Behavioural Competencies

• Practical problem-solver who prefers learning through hands-on experience; applies common sense to investigations
• Embraces learning opportunities; quick to acquire new knowledge and skills; maintains and updates specialist expertise
• Adaptable and resilient; copes well with change, variety, and ambiguity; thrives in new challenges
• Builds strong rapport with clients; engaging communicator who puts people at ease and welcomes client interaction