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Sacco Customer Service Officer

Closing: Jun 12, 2024

This position has expired

Published: Jun 6, 2024 (19 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

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Knowledge: Qualifications & Experience

  • Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
  • Bachelor’s Degree in Business Management/Marketing or an equivalent will be added advantage.
  • Minimum three years relevant work experience.
  • Experience in using CRM and ERP Software.
  • Experience in Sacco, bank and microfinance operations.


Responsibilities

Knowledge: Qualifications & Experience

  • Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
  • Bachelor’s Degree in Business Management/Marketing or an equivalent will be added advantage.
  • Minimum three years relevant work experience.
  • Experience in using CRM and ERP Software.
  • Experience in Sacco, bank and microfinance operations.


  • Respond to general member enquiries while identifying and assessing member needs to achieve member satisfaction.
  • Attend to all walk-in client queries for resolution.
  • Manage inbound and outbound calls.
  • Respond to customer care emails and individual work emails.
  • Provide Loan eligibility advise to members.
  • Register new members and communicate on on-boarding process.
  • Follow up and activation of dormant accounts.
  • Conduct exit interviews for members intending to withdraw from the Sacco.
  • Create and register of all new Sacco accounts for approval by Business Development Manager.
  • Process all member requests and forward to Business Development Manager for approval.
  • Review and act on member change requests for approval by Business Development Manager.
  • Resolution of all inquiries raised through the CRM.
  • Facilitate weekly inter-departmental product and services training.
  • Cross sell Sacco products.
  • Handle and conclusively respond to enquiries on the Sacco web chat.
  • Perform any other responsibility as allocated from time to time.


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