Customer Care Officer (branch level)

Responsibilities or duties

Under the supervision and guidance of the Branch Operation 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;
• To maintain the confidentiality of work;
• To provide basic identification documents before starting work;
• To follow the principles and codes of conduct governing the business activities of the Cooperative;
• Welcomes members/customers, provides advice and recommendation where to find the right contact person;
• Handles complaints professional and provides a courteous approach to resolving complaints;
• Files documents of the SACCO, e.g., member documents;
• Initiates and updates all documents related to member 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 customer 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.

Qualifications or requirements 

Experience needed

Two years’ experience working in banking industry or microfinance institutions.

• 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;
• To maintain the confidentiality of work;
• To provide basic identification documents before starting work;
• To follow the principles and codes of conduct governing the business activities of the Cooperative;
• Welcomes members/customers, provides advice and recommendation where to find the right contact person;
• Handles complaints professional and provides a courteous approach to resolving complaints;
• Files documents of the SACCO, e.g., member documents;
• Initiates and updates all documents related to member 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 customer 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 regarding the atmosphere in the SACCO.
• Good communication and interpersonal skills.
• 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.

• At least secondary education specifically in Accounting (A2), having Bachelor’s degree in related domain is an added advantage.