Background

KUNGAHARA SACCO RUHANGO (K.S.R) is a District Savings and Credit Cooperative (D-SACCO) established following the consolidation of Nine Umurenge Sacco’s operating within RUHANGO District, in accordance with the Government of Rwanda SACCO consolidation framework. K.S.R is duly registered under RCA and licensed by the National Bank of Rwanda (BNR).

In accordance with the Government of Rwanda SACCO’s consolidation framework and under the supervision of the National Bank of Rwanda (BNR) KUNGAHARA SACCO RUHANGO is looking for qualified, competent, committed, proactive and self-motivated individual to fill the following positions:

Position Name: Customer Care Officer (branch)

Reports to: Branch Business Manager

Supervision: Under the supervision and guidance of the Branch Business Officer with reporting line to the Branch Business Manager

Responsibilities & Tasks

Under the supervision and guidance of the Branch Business Officer with Reporting line to the Branch Business Manager:

• To work diligently on the assigned work on time and to produce results;
• To comply with the instructions of the employer or his/her representative;
• To take good care of and manage the equipment assigned to him/her in his/her work;
• To be at work and respect working days and hours;
• Files documents of the SACCO, e.g., member documents;
• Initiates and updates all documents related to member’s information (e.g., electronic customer file, membership applications, authorizations, customer notes);
• To provide good and efficient service to customers;
• To follow up on customer complaints that have been referred to other appropriate authorities;
• Assist in resolving daily customer issues and ensure that they are timely responded in accordance with established customer service policies and regulations;
• Maintain knowledge of all products and services offered by the Cooperative and provide information on the Cooperative's products and activities to members and customers in general;
• Receive and assist members and customers in general who require services related to deposits and withdrawals and ensure the security of related documents;
• Ensure that the information recorded in the member's passbook matches with his/her account in the electronic system;
• Collect and report on unresolved customer complaints or issues and requests for follow-up, documentation and submission to the relevant authority for consideration;
• Assist in the implementation of the Cooperative's policies, procedures and guidelines for customer care;
• Participate in the implementation of the customer care policy and in particular the protection of financial services consumers;
• Inform and explain to members and customers information regarding the contents of their accounts;
• Assist customers in completing any documents that may be required;
• Conduct Customer Satisfaction Surveys in accordance with the relevant regulations;
• Open new accounts and ensure that their documents are submitted to the relevant department or employee for approval;
• Maintain good relations with all customers, focusing on changes and new needs in the Cooperative;
• Issue bank statements to members and customers after payment of the required fees;
• To provide advice to members and clients in general by teaching them how to invest and maintain a culture of saving;
• To perform other duties that do not conflict with the laws and regulations required by the supervisor or his/her superior authority.

Qualification Criteria / Job Requirements

• At least secondary education (A2) in Accounting, Finance or in related domain.
• Excellent service orientation and attention to details regarding the atmosphere in the SACCO.
• Good communication and interpersonal skills.
• Two years’ experience in customer care services.
• Excellent multi-tasking skills and be able to function under pressure.
• Excellent negotiation skills and be able to influence people.
• Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times.

• To work diligently on the assigned work on time and to produce results;
• To comply with the instructions of the employer or his/her representative;
• To take good care of and manage the equipment assigned to him/her in his/her work;
• To be at work and respect working days and hours;
• Files documents of the SACCO, e.g., member documents;
• Initiates and updates all documents related to member’s information (e.g., electronic customer file, membership applications, authorizations, customer notes);
• To provide good and efficient service to customers;
• To follow up on customer complaints that have been referred to other appropriate authorities;
• Assist in resolving daily customer issues and ensure that they are timely responded in accordance with established customer service policies and regulations;
• Maintain knowledge of all products and services offered by the Cooperative and provide information on the Cooperative's products and activities to members and customers in general;
• Receive and assist members and customers in general who require services related to deposits and withdrawals and ensure the security of related documents;
• Ensure that the information recorded in the member's passbook matches with his/her account in the electronic system;
• Collect and report on unresolved customer complaints or issues and requests for follow-up, documentation and submission to the relevant authority for consideration;
• Assist in the implementation of the Cooperative's policies, procedures and guidelines for customer care;
• Participate in the implementation of the customer care policy and in particular the protection of financial services consumers;
• Inform and explain to members and customers information regarding the contents of their accounts;
• Assist customers in completing any documents that may be required;
• Conduct Customer Satisfaction Surveys in accordance with the relevant regulations;
• Open new accounts and ensure that their documents are submitted to the relevant department or employee for approval;
• Maintain good relations with all customers, focusing on changes and new needs in the Cooperative;
• Issue bank statements to members and customers after payment of the required fees;
• To provide advice to members and clients in general by teaching them how to invest and maintain a culture of saving;
• To perform other duties that do not conflict with the laws and regulations required by the supervisor or his/her superior authority.

• Excellent service orientation and attention to details
• Good communication and interpersonal skills
• Excellent multi-tasking skills
• Ability to function under pressure
• Excellent negotiation skills
• Ability to influence people
• Patience
• Willingness to help others in solving problems
• Positive attitude

• At least secondary education (A2) in Accounting, Finance or in related domain.