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Sacco Customer Service Officer at Co-operative Bank of Kenya

5 months ago

Nairobi, Kenya Co-operative Bank of Kenya Full time

The Co-operative Bank of Kenya Limited is incorporated in Kenya under the Company Act and is also licensed to do the business of banking under the Banking Act. The Bank was initially registered under the Co-operative Societies Act at the point of founding in 1965.


Customer Service Officer (REF: CSO/06/24)
Summary
The Officer will be responsible for management of Sacco’s front office, manage walk in clients, and give support to Members and the office team. The role holder also ensures smooth flow of operations and excellent working environment. You will provide services to both internal and customers.

Reporting to: Business Development Manager
Main Duties and Responsibilities

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.

Requirements
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.

Personal Attributes required for this role:

Attention to detail.
Effective Communication and interpersonal skills.
Problem-solving skills.
Commitment and passion to customer service.
Friendly Attitude.
Time Management skills.