Senior Relationship Officer – Customer Onboarding & Enquiry at Equity Bank, Dar es Salaam – March 2026

Job Opportunity: Senior Relationship Officer – Customer Onboarding & Enquiry

Equity Bank is seeking a dedicated Senior Relationship Officer – Customer Onboarding & Enquiry to join their branch team. This role is essential for managing customer experience governance, onboarding quality, and service performance control.

Job Overview

• Job Title: Senior Relationship Officer – Customer Onboarding & Enquiry

• Reports To: Relationship Manager Operations

• Function Level: Senior Officer/Assistant Manager

• Application Deadline: 17th March 2026

Core Purpose

To serve as the branch-level owner of customer experience, ensuring full compliance with regulatory requirements and internal service standards while driving measurable improvements in the overall branch experience.

Key Responsibilities

Customer Onboarding & Governance

• Supervise the onboarding desk to ensure 100% compliance with KYC and account opening procedures.

• Ensure all account documentation is complete, accurate, and properly filed.

• Monitor onboarding turnaround times and maintain adherence to internal controls.

Service Performance & Experience

• Monitor branch waiting times and track key customer experience KPIs.

• Identify systemic service gaps and coordinate corrective actions with branch leadership.

• Oversee customer flow and ensure the service environment is orderly and professional.

• Ensure all necessary stationery is available and neatly displayed for customer use.

Complaint & CRM Management

• Ensure all walk-in complaints are logged into the CRM on the same day with a reference number.

• Maintain 100% CRM utilization for all complaints and service interactions.

• Conduct monthly analysis of feedback trends to identify and prevent recurring issues.

• Monitor CRM closure timelines to prevent overdue cases.

Digital Growth & Training

• Promote digital banking adoption among branch customers.

• Support the reactivation of inactive or dormant accounts.

• Conduct periodic service excellence refresh sessions for staff to reinforce standards.

Candidate Requirements

• Education: Bachelor’s Degree from an accredited institution in a related field.

• Experience: Minimum of 2–4 years in branch banking operations, customer service, or relationship management.

• Skills: * Strong knowledge of Financial Consumer Protection Regulations.

  • Proven experience in KYC processes and regulatory compliance.

  • Excellent complaint-handling and relationship-management skills.

How to Apply

If you meet the requirements, please send your application to the following email address:

Email: TZRecruitment@equitybank.co.tz

Deadline: 17th March 2026