Customer Care Officer delivering professional and timely service to members, requiring a Diploma or Bachelor’s degree in Customer Service with 2+ years experience in customer care, in a financial services environment, on-site role.
Acumen DT Sacco Limited is
looking for a competent,
customer-focused and results-driven Customer Care Officer to
join our team and help us deliver an outstanding member experience.
Key
Responsibilities
- Act
as the first point of contact for members, delivering professional and
timely service.
- Handle
member enquiries, complaints and requests across all communication
channels.
- Advise
members on Sacco products, services, loans, savings and digital banking
channels.
- Support
account opening, member record updates and other account-related services.
- Promote
Sacco products and identify cross-selling opportunities, including through
recruitment, marketing and outreach activities.
- Follow
up on member complaints to ensure prompt and satisfactory resolution.
- Drive
member retention, engagement and satisfaction initiatives.
- Educate
members on the Sacco’s digital platforms, including mobile banking.
- Maintain
accurate records of customer interactions and complaints, and prepare
regular customer service reports highlighting recurring concerns.
- Collaborate
with other departments to resolve member issues efficiently.
- Ensure
compliance with Sacco policies, procedures, KYC and other regulatory
requirements.
- Perform
other duties as assigned by management.
Academic & Professional
Qualifications
- Diploma
or Bachelor’s Degree in Customer Service, Business Administration,
Marketing, Commerce, Co-operative Management or a related field.
- At
least 2 years’ relevant experience in customer care, preferably
within a Sacco, bank, microfinance institution or other financial
institution.
- Professional
training in customer service is an added advantage.
- Sound
understanding of financial products and member/customer relationship
management.
Key Competencies & Skills
- Excellent
communication and interpersonal skills.
- Strong
customer service orientation, with the ability to handle difficult
situations and resolve complaints professionally.
- Sound
problem-solving, decision-making and sales / relationship-management
skills.
- Good
knowledge of Sacco and financial services.
- Strong
computer and digital literacy, with attention to detail and accuracy.
- Integrity,
confidentiality and professionalism.
- Ability
to work under pressure, meet deadlines and work independently with minimal
supervision.
- Team
player with good record-keeping, reporting skills and a positive,
proactive attitude.
How to Apply
Interested and qualified
candidates should submit a detailed CV and
application letter, clearly indicating “Customer Care Officer” in
the subject line, through recruitment@acumensacco.co.ke
cc info@acumensacco.co.ke
