New Jobs at Equity Bank

Relationship officer – contact centre at Equity Bank

Role profile for relationship officer (RO) – contact centre

Job information

Job title: Relationship Officer – Contact Centre
Department: Customer Experience
Reporting to: Senior Manager – Contact Centre
Employment type: Full time

Job purpose

To provide high-quality, consistent, and responsive customer service across multiple channels including inbound and outbound calls, digital platforms, and social media. The Relationship Officer ensures accurate query resolution, effective complaint handling, compliance with regulatory requirements, and identification of cross-selling opportunities, thereby contributing to enhanced customer satisfaction, operational efficiency, and business growth.

Key roles and responsibilities

1. Customer service delivery & productivity

Attend to customer inquiries and requests through voice calls, live chat, WhatsApp, email, and social media platforms in accordance with assigned shifts.
Deliver timely, professional, and courteous customer service in line with defined Service Level Agreements (SLAs), Average Handle Time (AHT), and response time targets.
Effectively manage workload and time to achieve productivity, utilization, and occupancy targets.
Resolve customer inquiries at first point of contact where possible using approved systems, tools, and procedures.
Educate customers on Bank products, services, features, processes, and digital channels to improve understanding and correct usage.
Identify and accurately escalate complex issues and complaints following established escalation procedures.
Capture, document, and escalate customer feedback and service improvement opportunities, acting as a positive brand ambassador.
Ensure strict adherence to internal policies, procedures, and regulatory requirements including KYC, data privacy, confidentiality, fraud prevention, and protection of customer funds.

2. Quality assurance, sales support & continuous improvement

Identify upselling and cross-selling opportunities during customer interactions and refer qualified leads in line with Bank guidelines.
Accurately record all customer interactions in the CRM or approved data capture systems to support tracking, reporting, and analysis.
Achieve high First Contact Resolution (FCR) through effective use of systems, knowledge bases, and standard operating procedures.
Participate in Contact Centre trainings, refresher sessions, coaching, and knowledge-sharing forums.
Complete mandatory organizational and Contact Centre e-learning programs and assessments within set timelines.
Meet or exceed Quality Assurance (QA) assessment standards and implement feedback from coaching sessions.
Actively contribute ideas for process, product, and service improvements.

Key performance indicators (KPIs)

Customer Satisfaction (CSAT) scores
Quality Assurance (QA) scores
First Contact Resolution (FCR)
Average Handle Time (AHT)
Service Level and response time achievement
Accuracy and completeness of CRM documentation
Compliance with internal policies and regulatory requirements

Minimum qualifications and experience

Bachelor’s degree in business, Communication, Marketing, or a related field (preferred)
Previous experience in Customer Service, Contact Centre, or Banking Operations is an added advantage

Skills and competencies

Excellent verbal and written communication skills
Strong customer service orientation and problem-solving ability
Ability to identify upselling and cross-selling opportunities
Strong negotiation and conflict management skills
Ability to work effectively under pressure in a high-volume environment
Strong multitasking and time management skills
Proficiency in computer applications, including CRM systems and Microsoft Office
Good typing speed and ability to navigate multiple systems simultaneously
Team player with a positive attitude and willingness to support colleagues

Work environment

Shift-based, high-volume Contact Centre environment
Multi-channel operations requiring flexibility and adaptability
Performance-driven and customer-focused setting

Mandatory training requirements

Induction and rotational training across Branch and Bank operations
Call handling and telephone etiquette training
Customer Service training
Quality Assurance and Performance Management training
Know Your Customer (KYC), Anti-Money Laundering (AML), and Suspicious Transaction Monitoring (STM) training
Fraud Prevention training
Product and Systems training
PC and Keyboard skills training

Approval & sign-off

Name of Employee: ____________________________________
Designation: _____________________________________
Signature: _____________________________________
Date: _____________________________________
Name of Line manager: ____________________________________
Designation: _____________________________________
Signature: _____________________________________
Date: _____________________________________

Application instructions

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title or Ref no. in the subject field to TZRecruitment@equitybank.co.tz by Friday 22nd May 2026.

Only short-listed candidates will be contacted.

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.

By submitting your application, you consent to Equity Bank Tanzania Limited collecting and processing your personal data strictly for recruitment, selection, and, where applicable, employment purposes. Equity Bank Tanzania Limited will process your personal data in accordance with the Data Protection and Privacy Act, Cap 97, and its Data Privacy Policy. Your personal information will be treated with the highest level of confidentiality and will not be shared with unauthorized third parties, except where disclosure is required by law or regulatory obligation”.

Job description: Relationship manager

Role details

Position title: Relationship Manager
Position level/grade: Manager
Reporting line: Head of Corporate Banking
Department: Commercial

Description of the work, role contribution & justification

Basic purpose

Manage a portfolio of corporate customers; serve as their primary point of contact and financial advisor as well as prospect and acquire new corporate customers to grow the Bank’s revenue and share of wallet for the assigned portfolio in line with the Bank’s strategy.
Play a pivotal role in initiating and managing strong client relationships for corporate customers contributing to business development, and ensuring effective business growth for both deposit, loan & advances and quality portfolio management.
Primary objective is to contribute to deposit mobilization, revenue generation, loan book growth, risk management and overall client satisfaction and Supervision of Relationship Managers.

Main duties and responsibilities

To assist in implementing the corporate strategy, responsible for client / business origination and coverage, as well as achieving sales / business targets, in terms of the number of clients acquired and maintained as well as the revenue generated
To assess customers’ wallets and cross-sell opportunities and develop plans to increase shares of wallet and ensure profitable business from each customer ecosystem.
Explore opportunities in the market and devise strategies for benefits realization, generate track and close sales leads and pipelines to ensure maturity.
To manage corporate banking relationships with existing and potential clients with a view to growing further business, compliance with loan covenants, terms and conditions while protecting the Bank’s asset quality and position
To prepare credit proposals ensuring quality, accuracy, data integrity and adherence to the Bank’s policies and guidelines and to submit and recommend business proposals through the process chain for necessary approvals and when required.
To keep abreast with all regulatory guidelines (including, but not limited to Bank of Tanzania’s Prudential Regulations) as well as internal requirements of the Bank (including credit policies) and ensure strict compliance
Act as bank’s key contact person to corporate customers.
Nurture and support to Relationship Managers to ensure they have necessary skills and support for effective corporate strategy execution.
To perform any other assignment as assigned by the supervisor(s)

Other responsibilities

Customer focus functions

Complaint management
Timely and accurate branch support
Relationship management with all the employers and key decision makers

Business functions

Productivity; Growth of portfolio and deposit
Portfolio Quality; PAR and NPL ratio
Lending sales and deposit target
Income growth; Interest and Non-interest income targets

Knowledge, skills, qualification and experience

Knowledge and work experience

Bachelor’s degree in finance, Business Administration, Economics, or related field.
3 – 5 years’ experience in banking, preferably in Corporate Banking
Strong understanding of credit analysis and Corporate lending.
Proven sales and relationship management skills.

Skills requirements

Strong in cross-selling and upselling techniques
Ability to analyze financial statements and cash flows
Strong verbal and written communication

Employee confirmation

Name of Employee: ___________________

Designation: _________________________

Signature: _________________________

Date: _______________________________

Line manager confirmation

Name of Line manager: ____________________

Designation: ___________________________

Signature: _________________________

Date: ______________________________

Application instructions

Only short-listed candidates will be contacted.

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.