National Bank of Kenya
National Bank of Kenya is hiring 13 Customer Experience Consultants to handle customer interactions across digital channels and provide real-time support. This full-time Banking Jobs opportunity in Kenya involves managing customer queries, complaints, and service requests while maintaining high satisfaction standards. If you have banking experience and strong communication skills, you can apply for this Customer Experience Consultant position on a rolling basis.
📋 Job Overview
- Category: Banking Jobs, Customer Service Jobs
- Job Type: Full Time Jobs
- Location: Nairobi
- Company: National Bank of Kenya
- Application Deadline: Rolling basis
- Last Updated: April 9, 2026
Customer Experience Consultant – 13 Posts at National Bank of Kenya – National Bank of Kenya Kenya Job Details
Job Reference No: NBK/OPS/05/2026
Position Scope:
- The role serves as a critical communication link between the Bank and customers through digital channels – telephone, SMS, emails, social media to address customer queries and complaints, and provide information in real time for improved service delivery, customer satisfaction, loyalty and retention.
Key Responsibilities:
- Handle incoming and outgoing interactions with customers professionally as per defined standards.
- Provide customers with product or service information.
- Handling customer complaints per defined procedures
- Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
- Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
- Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
- Follow up on customer inquiries not immediately resolved.
- Promptly action customer requests to:
- disable/block instruments/channels reported lost/stolen/damaged/compromised.
- Re-order instruments.
- Conduct closure calls to obtain customer occurrence for resolved complaints.
- Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
- Upsell and cross-sell products and services.
- Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
- Administer the switchboard by receiving incoming calls from customers and staff.
- Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
- Perform other duties as assigned.
Education/Professional Qualifications, Skills & Experience:
- Banking and/or Contact Center Experience preferred
- Knowledge and understanding of bank products.
- Proven analytical skills
- Excellent communication skills
- Excellent Problem-solving skills
- Excellent interpersonal Skills
- Team player
- Proficiency in use of information technology
- Independent, objective and Self-motivated and can work with minimal supervision
Method of Application
Send your CV and application letter showing how you meet the role requirement stated above to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026 • Indicate Name of Job on email subject.
🎯 How to Apply
To apply for this job email your details to Recruitment@nationalbank.co.ke
❓ Frequently Asked Questions
To apply for the Customer Experience Consultant – 13 Posts at National Bank of Kenya job in Kenya, you should have banking and/or contact center experience, knowledge of bank products, and excellent communication and problem-solving skills. Banking Jobs jobs in Kenya typically require proficiency in IT systems, strong interpersonal abilities, and the capacity to work independently with minimal supervision. While formal qualifications are not explicitly stated, demonstrated experience in customer service or banking roles will strengthen your application.
The Customer Experience Consultant – 13 Posts at National Bank of Kenya at Kenya involves handling incoming and outgoing customer interactions, recording all interactions in the eCRM system, and resolving complaints according to defined procedures. Banking Jobs jobs in Kenya in this role require you to escalate complex issues, conduct follow-ups, upsell bank products, and stay updated on product changes and policies. You will also administer the switchboard, liaise with other departments, and perform closure calls to confirm customer satisfaction on resolved issues.
To apply for the Customer Experience Consultant – 13 Posts at National Bank of Kenya in Kenya, send your CV and application letter to Recruitment@nationalbank.co.ke before Wednesday 22nd April 2026, clearly stating the job name in the email subject line. When you apply for Customer Experience Consultant – 13 Posts at National Bank of Kenya Kenya positions, ensure your letter explains how you meet the stated role requirements, particularly your experience with customer service and banking products. This Banking Jobs opportunity in Kenya operates on a rolling basis, so early submission is recommended.
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