Job Description

Job Title: Receptionist Reports to: Assistant Manager - Executive Department: Executive COMPANY INFORMATION Our client is a leading financial institution in Kenya, with an established presence in the banking sector and a strong focus on delivering professional, customer-centric financial services. The institution operates within a structured corporate environment with strong governance, security, confidentiality, and service standards across its operations. The organization is currently strengthening its front-office and customer service function through the appointment of a Receptionist who will serve as the first point of contact for customers, visitors, and other stakeholders. The role is responsible for delivering a professional and welcoming reception experience, managing customer enquiries and visitor access, supporting administrative activities, and ensuring compliance with the Bank’s security, confidentiality, and operational procedures. The position requires strong communication, customer service, professionalism, attention to detail, and the ability to work effectively within a busy banking environment. ROLE PURPOSE The Receptionist is responsible for delivering professional and efficient front-office services at the Bank’s Head Office. The role serves as the primary point of contact for visitors, customers, and stakeholders, ensuring excellent customer experience, effective visitor management, professional communication, and compliance with the Bank’s security, confidentiality, and operational procedures. The position contributes to the Bank’s corporate image and service excellence through a welcoming, responsive, and well-managed reception environment. DUTIES AND RESPONSIBILITIES Front Office & Customer Service Attend to customer enquiries and direct customers to the appropriate department or officer. Welcome and receive customers, visitors, and other stakeholders in a professional and courteous manner. Provide accurate general information about the Bank's services and procedures within the limits of the role. Manage the reception area and ensure it is clean, organized, and professional at all times. Monitor customer flow and assist in managing queues during busy periods. Handle customer complaints or concerns at reception and escalate them to the appropriate officer where necessary. Receive and manage all visitors and guests at the reception and handle all their needs professionally prior to the meeting. Promote a positive customer experience through professional appearance, courtesy, responsiveness, and timely assistance. Identify customers who may require priority assistance and direct them appropriately. Support the Bank's service-quality standards and customer experience initiatives. Maintain a professional image consistent with the Bank's brand and values. Telephone & Communication Management Receive and appropriately direct incoming telephone calls. Take and relay messages accurately and promptly. Respond to general enquiries received through the reception desk. Maintain professional telephone etiquette and communication standards. Visitor Management & Security Register and manage visitors in accordance with the Bank's access and security procedures. Issue visitor passes where applicable and ensure visitors are directed to authorized areas only. Notify relevant staff when visitors arrive. Maintain accurate visitor records. Report suspicious activities, unauthorized access, or security concerns immediately. Support the Bank's physical security and access-control requirements. Administrative Support Receive, sort, and distribute incoming mail, courier deliveries, and documents. Maintain reception registers and other administrative records. Coordinate meeting room bookings and assist with visitor arrangements. Support the preparation of meeting rooms and reception facilities when required. Assist with general administrative duties assigned by the supervisor. Maintain an up-to-date directory of departments, key contacts, and extensions. Confidentiality & Compliance Maintain strict confidentiality of customer, employee, and Bank information accessed through the reception function. Comply with the Bank's policies, procedures, code of conduct, and operational controls. Observe applicable banking, data protection, information security, and workplace safety requirements. Ensure sensitive documents received at reception is handled securely and delivered only to authorized recipients. Requirements QUALIFICATIONS, EXPERIENCE & ATTRIBUTES Degree or Diploma in Front Office Operations, Hospitality Management, Business Administration, Customer Service, or a related field. At least 2 years' experience in reception, customer service, front-office administration, preferably within a bank or financial institution. Good knowledge of office administration and customer service practices. Experience in handling customers and visitors in a professional environment is desirable. Additional training in customer service, office administration, or telephone etiquette will be an advantage. Proficiency in Microsoft Office applications and basic office systems. KEY BEHAVIOR INDICATORS Entrepreneurship - Successful execution of business opportunities with the willingness to take responsibility for the probable consequences. Innovation - Designs and implements new and/or Cutting-edge programs/processes. Customer centric - Drive the execution of processes, procedures and initiatives aimed at creating excellent customer service experience at Sidian. Problem solving - Develop and implement internal systems to take advantage of the opportunities as well as address existing work challenges. Developing others - Conveys performance expectations for the team, evaluates skill gaps, guides development and fosters development through deployment of initiatives such as training and coaching. KEY COMPETENCIES Excellent customer service skills. Strong verbal and written communication skills. Professional telephone etiquette. Good interpersonal and relationship management skills. High level of integrity and confidentiality. Attention to detail and accuracy. Good organizational and time-management skills. Ability to remain calm and professional under pressure. Good computer skills, including Microsoft Office applications. Strong personal presentation and professionalism. Ability to work effectively with different departments and levels of staff.