Customer Care Officer
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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.