Customer Service officer

SHOFCO > Customer Service officer

• Full Time
• Kakamega
• Posted 2 weeks ago

WebsiteSHOFCOSACCO

SHOFCO Overview

Shining Hope for Communities (SHOFCO) is an internationally recognized grassroots organization that unlocks the potential of urban slum dwellers to lead hopeful and fulfilling lives. SHOFCO disrupts survival mode by providing critical services including health care, clean water, education, and economic empowerment; and linking these efforts to a community-led advocacy platform. SHOFCO currently impacts over 2.4 million people across 17 urban slums in Kenya and is the largest employer in Kibera. SHOFCO is a trusted name and service provider in Kibera with a 10-year track record. For more information, please visit www.shofco.org / www.shofcosacco.com

Job Overview

Reporting to the Branch Supervisor, the role will be responsible for the management, retention, and expansion of new and existing customer relationships.

The role provides exceptional customer service by taking ownership of the customer experience from introducing the customer to Sacco through profiling the customer, assessing their financial goals and needs, and recommending appropriate products based on a thorough knowledge of Sacco’s products and services.

Location – Kakamega

Division – Operations Function

Reports  to – Branch Supervisor

Travel Required – When advised or necessary

Work Pattern/Hours – As per the Sacco’s HR Policy. Full time

Terms – 2-year contract, renewable on performance

---

Key Roles and Responsibilities:

• Receive customer requests, attend to daily member complaints, escalate complaints, and follow-ups, and ensure prompt feedback is given and action is taken.
• Actively listens to members, and maintains a friendly, positive, professional attitude.
• Resolves difficult situations using the HEAL guidelines of Hearing out the member, Easing the tension, acting to improve the situation, and Leaving a positive impression.
• Handle difficult member situations with creativity, tact and diplomacy.
• Serve as mediator between members and the Sacco in case of disputes which may arise in the course of business transactions to ensure that the interests of both parties are dully protected.
• Information gathering from members on products and service needs/ requirements.
• Make use of proven business techniques in the identification of lapses and loop holes in the Sacco’s member experiences at the branch and recommend better strategies that will yield better results.
• Participate in the review and implementation of customer experience policies and standards.
• Marketing of SACCO products and services to prospective members.
• Registration of new Sacco members in the system.
• Inform members of their account balances and ensure members understand their statements.
• Update details of members account e.g. Signatures, photos, contact, ATM cards, account opening etc.
• Process complex transactions such as changing account opening, ownership and related static member data and liaising with other relevant Sacco departments on the same.
• Filing of SACCO forms and members records, custodian of the registry.
• Offer financial advisory to members by educating them on credit and savings.
• Follow-up on dormant accounts for activation.
• Support the branch manager in Sacco lobby/banking hall management.
• Send monthly reports to the Customer Experience Manager on all customer related issues from the branch
• Perform such other duties as he may be directed from time to time.

---

Qualifications

• Bachelor’s degree in a business-related course. (Banking/Commerce/Finance/Accounting, etc)
• Membership in a professional body is desirable.
• A minimum of 3 years of working experience in a financial institution (2 years must be at supervisory or management level).
• Sound knowledge of Banking and Sacco laws and regulations.

Essential Skills and Key Attributes

• A person of integrity, a team player with effective communication skills.
• Strategic thinker with good commercial judgment and the ability to identify economic opportunities in changing environments and capitalize on them.
• Sound judgment and decision-making ability on lending across all sectors.
• Conversant with current trends in consumer banking with a strong commercial orientation.
• Customer-focused – striking a solid balance between external and internal customer orientation.
• Excellent leadership, interpersonal, and team management skills.

Functional Skills:

• Checking things
• Adopting practical approaches
• Meeting timescales
• Managing tasks
• Attention to details

Behavioural Competencies/Attributes:

• Upholding standards
• Interacting with people
• Team working
• Practice integrity and objectivity
• Inviting feedback

• How to Apply
• We are an equal opportunity employer and value diversity in our organization, all interested applicants should send their applications together with a detailed Cover letter and CV to [email protected] with a clear subject line “Customer Service officer– Location Applied”. Female candidates are highly encouraged to apply. Only shortlisted candidates will be contacted. Applications should reach us no later than 31^st July 2024.