Agency Banking Support Officer

KCB Group•Washington, DC

16h

About The Position

The Agency Banking Support Officer will play a crucial role in supporting the recruitment, onboarding, and ongoing administration of Super Agents and Retail Agents. This position involves ensuring agents comply with all necessary documentation, KYC, and compliance requirements, while also providing operational and relationship support. The officer will monitor agent performance, facilitate training, and contribute to a positive customer and agent experience within the agency network.

Requirements

Bachelor’s Degree in Banking/Finance/ Business Administration/ Economic/ Marketing or equivalent
3 years of experience

Nice To Haves

Professional Qualifications in a business field
Master’s Degree in Business Administration

Responsibilities

Support the recruitment, onboarding, and activation of Super Agents and Retail Agents.
Verify onboarding documentation and ensure completeness of KYC and compliance requirements.
Coordinate agent registration, profile maintenance, and system setup.
Maintain accurate records of all agents and related documentation.
Support agent contract administration and renewal processes.
Serve as the first point of contact for agent operational queries and support requests.
Monitor agent activation, transaction activity, and service utilization.
Escalate and track resolution of operational issues affecting agents.
Support agent liquidity management and cash monitoring activities.
Ensure timely processing of agent requests and service tickets.
Maintain regular engagement with agents to ensure high service standards.
Support agent retention and engagement initiatives.
Coordinate communication of new products, services, policies, and promotions to agents.
Assist in gathering feedback from agents and customers to improve service delivery.
Ensure agents comply with operational procedures, KYC requirements, AML/CFT guidelines, and internal policies.
Support periodic agent reviews and compliance checks.
Escalate suspicious activities, operational incidents, and compliance violations.
Assist in implementation of risk mitigation and fraud prevention measures.
Support audit and regulatory compliance activities.
Coordinate agent training and refresher programs.
Support development of training materials and operational guides.
Educate agents on products, compliance requirements, service standards, and operational procedures.
Monitor training participation and effectiveness.
Monitor agent transaction volumes, activity levels, and network performance.
Prepare periodic reports on agent performance, onboarding, compliance, and operational metrics.
Track key service delivery indicators and escalate performance concerns.
Support data collection and analysis for business reviews and decision-making.
Support prompt resolution of customer and agent complaints.
Monitor service quality across the agency network.
Ensure adherence to customer service standards.
Identify opportunities to improve customer and agent experience.
Conduct agent due diligence, background verification, and onboarding compliance reviews.
Ensure proper KYC documentation and compliance records are maintained for all agents.
Support periodic reviews and recertification of agents in line with regulatory requirements.
Review agent ownership structures and risk profiles to ensure compliance with Bank standards.