Role Purpose

• The Customer Service Officer (CSO) is responsible for delivering exceptional client experience across the lifecycle of construction financing products.
• The role ensures efficient handling of client inquiries, loan application support, disbursement coordination, and post-loan servicing while maintaining high standards of professionalism, compliance, and responsiveness in delivering world-class commercial and residential buildings.
• The CSO acts as the primary interface between clients (developers, SMEs, contractors) and internal teams, including credit, architects, engineers, QS’s, and legal.

Key Responsibilities

Customer Engagement & Relationship Management

• Serve as the first point of contact for all customer inquiries (walk-in, phone, email, digital channels)
• Provide accurate information on construction financing products (loan terms, eligibility, pricing)
• Build and maintain strong relationships with developers, contractors, and investors
• Ensure a seamless and professional onboarding experience

Loan Application Support

• Guide clients through loan application processes and documentation requirements
• Assist in collecting and verifying application documents (IDs, project plans, approvals, financials)
• Liaise with credit team to track application progress and provide client updates
• Ensure completeness and accuracy of submitted applications

Disbursement & Project Support

• Coordinate with internal teams to ensure timely loan disbursement
• Communicate disbursement schedules linked to project milestones
• Support clients in understanding drawdown processes and requirements
• Coordinate fundi’s works to ensure that projects are delivered on a timely basis

Customer Issue Resolution

• Handle client complaints, queries, and service requests promptly
• Escalate complex issues to relevant departments (credit, legal, finance)
• Track and resolve issues within defined service timelines (SLAs)
• Maintain a professional and empathetic approach at all times
• Maintain effective communication with all service providers and field labourers / fundis

Account & Loan Servicing

• Provide post-disbursement support including repayment guidance
• Send reminders on repayment schedules and obligations
• Making statutory returns for the company, tax returns etc
• Monitor customer satisfaction throughout the loan lifecycle

Documentation & Compliance

• Ensure all customer interactions and documents are properly recorded in the system
• Maintain compliance with regulatory requirements and internal policies
• Support KYC (Know Your Customer) and AML procedures
• Ensure confidentiality and data protection standards are upheld

Reporting & Continuous Improvement

• Maintain records of customer interactions, complaints, and resolutions
• Provide feedback on customer trends, challenges, and product gaps
• Contribute to improving customer experience processes and service delivery
• Support customer satisfaction surveys and service quality initiatives

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT) ≥ 90%
• Average Response Time (SLA adherence)
• Loan Application Turnaround Support Efficiency
• Complaint Resolution Time
• Customer Retention / Repeat Client Rate
• Accuracy & Completeness of Documentation
• Net Promoter Score (NPS) Contribution
• Timely submission of company returns and monthly statutory returns

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Banking, Real Estate, or related field
• Minimum 2–4 years experience in customer service in financial services / lending / real estate
• Experience in loan processing or credit support is an added advantage

Key Competencies

Technical Skills

• Understanding of lending products (especially construction finance)
• Knowledge of loan lifecycle processes
• CRM systems and customer support tools
• Basic financial literacy (loan terms, interest rates, repayment structures)

Behavioral Skills

• Excellent communication and interpersonal skills
• Strong customer-centric mindset
• Problem-solving and conflict resolution ability
• High attention to detail
• Ability to work under pressure and manage multiple clients

Core Attributes

• Professionalism and integrity
• Empathy and patience
• Proactive and solution-oriented
• Strong organizational skills

Reporting & Working Relationships

• Internal: Relationship Management Team, Finance & Treasury, Legal & Compliance, Operations Support Team
• External: Clients (Developers, SMEs, Contractors), Consultants (Engineers, Project Managers, Valuers), Regulatory bodies

Career Growth Path

• Senior Customer Service Officer
• Relationship Manager (Construction Finance)
• Credit Operations Officer
• Customer Experience Manager

Success Profile (What Good Looks Like)

• Delivers fast, accurate, and professional responses
• Ensures clients clearly understand financing processes
• Minimizes customer friction during loan lifecycle
• Acts as a trusted advisor to clients
• Contributes to repeat business and referrals