Job Opportunity: Relationship Officer – Customer Experience at Equity Bank Tanzania
Are you passionate about delivering exceptional customer service and building strong client relationships? Equity Bank Tanzania is hiring Relationship Officers – Customer Experience to join our dynamic Operations Department.
If you are a proactive, service-oriented professional with a passion for excellence, this is your opportunity to contribute to one of East Africa’s leading financial institutions.
💼 Job Details
Position Title: Relationship Officer – Customer Experience
Department: Operations
Job Grade: Officer / Senior Officer
Reports to: Relationship Manager – Operations & Customer Experience
Number of Vacancies: 10
Location: Branch network, Tanzania
Job Purpose
To drive business growth across all customer segments, ensure exceptional service delivery, and maintain operational efficiency at the branch level. The Relationship Officer will play a key role in enhancing customer experience, building client loyalty, and supporting the branch in achieving its balance sheet objectives.
Key Responsibilities
1. Customer Onboarding & Relationship Management
-
Support the branch onboarding desk to ensure a seamless and professional customer experience.
-
Deliver timely and high-quality service to achieve customer satisfaction.
-
Collect feedback from customers and suggest actionable improvements.
2. Service Excellence & Sales Promotion
-
Proactively identify customer needs and promote relevant banking products and services.
-
Ensure adherence to service standards as the first point of contact between the bank and the customer.
-
Maintain accuracy and efficiency in account opening and documentation.
3. Compliance & Risk Management
-
Adhere strictly to KYC and AML guidelines.
-
Ensure all branch transactions are verified for accuracy and compliance.
-
Identify and escalate potential fraud or operational risks.
4. Documentation & Record Keeping
-
Maintain meticulous records and filing systems according to the bank’s standard operating procedures.
-
Ensure customer account documents are well-organized and retrievable for audit and compliance purposes.
5. Service Monitoring & Process Improvement
-
Monitor service delivery performance using metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction).
-
Collaborate with team members to resolve service challenges and enhance customer satisfaction.
6. Other Duties
-
Perform any additional responsibilities as assigned by the supervisor or branch manager.
🎓 Qualifications
-
Bachelor’s degree in Finance, Banking, Accounting, Economics, Business Administration, or a related discipline.
Knowledge Requirements
-
Deep understanding of customer experience principles, service standards, and customer journey mapping.
-
Sound knowledge of banking products and services, including deposits, loans, and digital banking.
-
Familiarity with branch operations, front-office processes, and consumer protection guidelines.
-
Awareness of KYC, AML/CFT, and regulatory compliance frameworks.
-
Understanding of complaint management, service recovery, and escalation processes.
-
Knowledge of customer satisfaction metrics like NPS, CSAT, and turnaround times.
-
Basic grasp of risk management and operational control processes.
Skills and Competencies
-
Strong interpersonal and communication skills.
-
Excellent customer service and relationship management abilities.
-
Proficiency in using CRM systems, digital banking tools, and service tracking platforms.
-
Analytical skills for interpreting customer feedback and identifying improvement opportunities.
-
Ability to cross-sell and promote banking solutions based on client needs.
-
Strong organizational, problem-solving, and time management skills.
-
Emotional intelligence and empathy in customer interactions.
-
Ability to perform effectively under pressure and in a fast-paced environment.
-
A collaborative, team-oriented approach to work.
Experience Requirements
-
1–3 years of experience in customer service, relationship management, or branch operations.
-
Proven experience in resolving customer concerns and improving service delivery.
-
Experience handling customer complaints and front-office banking activities.
-
Demonstrated ability to deliver high customer satisfaction and operational excellence.
How to Apply
If you believe you have the qualifications and experience to excel in this role, submit your application letter, detailed resume, and copies of certificates in a single PDF file, quoting the job title in the subject line, to:
📩 TZRecruitment@equitybank.co.tz
