Digital Financial Services Officer — Caritas MFB (Nairobi)

Digital Financial Services Officer

Job Description

The Digital Financial Services Officer champions the adoption and growth of the bank’s digital channels at the branch level. The role focuses on onboarding and training customers, agents, and merchants on platforms such as Mobile Banking, Agency Banking, and Lipa na Caritas. The officer is responsible for reducing account dormancy, migrating counter transactions to digital platforms, and ensuring that all digital operations comply with regulatory requirements while delivering excellent customer support.

Key Responsibilities

• Onboard and support customers and agents on Mobile, Internet, and Agency Banking platforms.
• Conduct training sessions for merchants and agents to promote usage and self-service.
• Recruit and monitor Lipa na Caritas merchants to ensure sustained activity and compliance.
• Drive transaction volumes and implement initiatives to reactivate inactive digital accounts.
• Provide first-level technical support for digital channel issues and escalate as needed.
• Support branch staff capacity building regarding digital transformation initiatives.
• Prepare and submit accurate regulatory and management reports on channel performance.
• Ensure all Service Level Agreements (SLAs) with partners and channels are met.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, ICT, or a related field.
• 1–3 years of experience in banking, digital channels, or agency banking.
• Strong understanding of digital banking setups and relevant regulatory requirements.
• Self-driven with excellent communication and organizational skills.

Method of Application

Interested candidates who meet the above criteria are encouraged to submit their application letter and detailed CV to recruitment@caritas-mfb.co.ke, clearly indicating the position title in the email subject line.

Closing date for applications: 17th March 2026.
Only shortlisted candidates will be contacted.