Job Description
Equity Bank is seeking a motivated, customer-focused, and results-oriented professional to join its retail banking team as a Relationship Officer – Pamoja Banking. This opportunity is designed for an individual who is passionate about financial inclusion, community empowerment, and building sustainable relationships that create long-term value for customers. The successful candidate will play an important role in expanding access to financial services by supporting community groups, entrepreneurs, and small business owners while strengthening the Bank's presence within assigned markets.
The Relationship Officer will serve as a trusted advisor to organized community groups and emerging enterprises by providing guidance on banking products, credit solutions, savings programs, and financial literacy. The position combines relationship management, field engagement, portfolio monitoring, and customer service to ensure clients receive responsive, professional, and personalized banking support throughout their financial journey. Working closely with branch leadership, the officer will help implement growth strategies that encourage responsible borrowing, regular savings, and sustainable business development.
Success in this position requires regular interaction with customers in the field, identification of potential banking groups, coordination of account onboarding activities, and continuous follow-up to strengthen customer relationships. The officer will participate in community forums, market visits, networking sessions, and stakeholder engagements to introduce banking solutions that address the financial needs of individuals and organized groups. By maintaining strong relationships with local leaders and community representatives, the successful candidate will contribute to expanding the Bank's customer base while maintaining high standards of integrity and professionalism.
The role also involves evaluating customer needs, supporting loan application processes, verifying customer information, monitoring repayment performance, and ensuring compliance with internal banking procedures and regulatory requirements. The Relationship Officer will work collaboratively with branch teams to promote excellent customer experiences, maintain portfolio quality, and identify opportunities for cross-selling savings, transaction, insurance, and digital banking solutions that improve customer convenience.
In addition to supporting business growth, the successful candidate will contribute to customer education by conducting financial awareness sessions that strengthen money management skills, responsible borrowing practices, and business planning capabilities. This position offers an exciting opportunity for individuals who enjoy working with diverse communities, travelling within assigned locations, solving customer challenges, and delivering measurable business results. Equity Bank provides a professional working environment that values innovation, teamwork, accountability, customer satisfaction, and continuous learning. The successful applicant will have an opportunity to build a rewarding career while contributing to the Bank's mission of expanding financial inclusion and transforming lives through accessible, responsible, and innovative financial services.
Key Responsibilities
- Identify prospective community groups, associations, cooperatives, entrepreneurs, and business clusters that qualify for Pamoja Banking solutions.
- Build strong and sustainable relationships with existing and potential customers across the assigned market.
- Conduct community outreach activities to increase awareness of available banking products and financial solutions.
- Organize meetings with community leaders, business representatives, and stakeholders to strengthen market visibility.
- Introduce customers to appropriate savings, credit, transactional, and digital banking services.
- Guide eligible groups through account opening procedures while ensuring complete and accurate documentation.
- Verify customer identity documentation and ensure all onboarding requirements are satisfied before account activation.
- Educate customers on responsible financial management, savings discipline, and loan utilization practices.
- Conduct field visits to understand customer businesses, income sources, and financial requirements.
- Assess customer repayment capacity using approved banking guidelines and sound financial analysis.
- Prepare complete and accurate loan application documentation for internal review and approval.
- Present customer information professionally while maintaining confidentiality and data integrity.
- Monitor approved loan facilities throughout their lifecycle to ensure healthy portfolio performance.
- Follow up with borrowers after loan disbursement to monitor business progress and repayment behaviour.
- Encourage regular savings contributions that strengthen customer financial resilience.
- Promote consistent customer engagement through scheduled visits, telephone follow-ups, and business reviews.
- Maintain accurate customer records within approved banking systems and update information whenever necessary.
- Support implementation of customer retention initiatives that improve long-term relationships.
- Identify opportunities to cross-sell additional banking products that match customer needs.
- Resolve customer concerns professionally while ensuring timely escalation of complex issues.
- Collaborate with branch teams to achieve monthly business development and portfolio growth objectives.
- Ensure all activities comply with internal banking policies, risk management procedures, and regulatory requirements.
- Participate in branch marketing campaigns, financial literacy events, exhibitions, and community engagement programs.
- Prepare accurate operational reports, portfolio updates, and customer activity summaries for management review.
- Monitor portfolio quality by identifying early warning signs and implementing appropriate corrective actions.
- Encourage customers to adopt digital banking channels that improve convenience and transaction efficiency.
- Support implementation of branch business strategies designed to achieve sustainable growth.
- Maintain high ethical standards during customer interactions and business development activities.
- Protect confidential customer information by following approved information security procedures.
- Strengthen partnerships with local organizations that support community economic development.
- Participate in continuous professional learning to remain updated on banking products, compliance requirements, and market trends.
- Contribute ideas that improve operational efficiency, customer satisfaction, and business performance.
- Promote teamwork by supporting colleagues and sharing knowledge that enhances overall branch productivity.
- Demonstrate professionalism, accountability, integrity, and excellent customer service in every interaction.
- Perform any additional relationship management responsibilities assigned by branch leadership in support of organizational objectives.
Qualifications & Requirements
- Applicants should possess a Diploma or bachelor's degree in business administration, Finance, Banking, Economics, Commerce, Marketing, Social Sciences, Entrepreneurship, or another closely related discipline from a recognized institution. Candidates should demonstrate a genuine interest in relationship management, community banking, customer engagement, and business development. Previous exposure to financial services, sales, microfinance, customer support, or portfolio management will be considered an advantage.
- The ideal candidate should possess excellent interpersonal skills with the ability to establish trust and maintain productive relationships across diverse customer groups. Strong communication, negotiation, presentation, and listening abilities are essential for engaging customers effectively. Applicants should demonstrate sound analytical thinking, financial assessment capabilities, problem
- solving skills, and attention to detail when evaluating customer needs and preparing documentation. Computer literacy, including proficiency in Microsoft Office applications and digital banking platforms, is required.
- Successful candidates should be highly organized, self
- motivated, adaptable, and capable of working independently while achieving performance targets. Integrity, professionalism, accountability, and respect for confidential information are essential attributes. The ability to manage multiple priorities, work in field
- based environments, travel within assigned territories, and deliver excellent customer experiences is highly valued. Knowledge of responsible lending principles, customer relationship management practices, and regulatory compliance will provide an added advantage.
How to Apply
Interested candidates who meet the stated qualifications are encouraged to submit their application through Equity Bank's official recruitment platform before the application deadline. Ensure your application includes an updated CV, relevant academic and professional certificates, and any additional supporting documents requested during the recruitment process. Only shortlisted applicants will be contacted for the next stages of the selection process.