Job Summary
The Customer Service Officer will be responsible for providing efficient and professional service to customers, handling inquiries and transactions, resolving customer concerns, and supporting customer satisfaction and retention. The role requires strong communication and interpersonal skills, attention to detail, and experience within microfinance institutions, SACCOs, banking, or related financial services environments.
Key Responsibilities
Welcome customers and provide professional and friendly customer service.
Respond to customer inquiries regarding financial products, services, accounts, and transactions.
Assist customers with account opening, account updates, deposits, withdrawals, payments, and other applicable services.
Explain financial products, services, terms, conditions, and procedures clearly to customers.
Identify customer needs and recommend appropriate products and services.
Process customer requests and transactions accurately and in accordance with established procedures.
Handle customer complaints and concerns professionally and work toward timely resolution.
Maintain accurate customer records and ensure required documents are properly completed and filed.
Verify customer information and documentation in accordance with institutional policies and applicable requirements.
Support customer retention and relationship-building activities.
Promote relevant financial products and services to existing and prospective customers.
Follow up on customer requests and ensure issues are resolved within the required timeframe.
Maintain confidentiality of customer information and financial records.
Coordinate with other departments to resolve customer issues and improve service delivery.
Prepare and maintain relevant customer service reports and records.
Ensure compliance with organizational policies, procedures, and applicable financial-sector requirements.
Perform other customer service and operational duties as assigned.
Educational Requirements:
Educational background in Business and Economics or a related field.
Experience
Minimum of 2 years of relevant experience in an MFI, SACCO, banking institution, or related financial services organization.
Required Skills and Competencies
Strong customer service and relationship management skills.
Excellent verbal and written communication skills.
Good understanding of banking, microfinance, SACCO, or financial service operations.
Strong interpersonal and problem-solving skills.
Ability to handle customer complaints and challenging situations professionally.
Good numerical and analytical skills.
Strong attention to detail and accuracy when handling customer information and transactions.
Good computer skills and ability to work with office and financial systems.
Ability to maintain confidentiality and demonstrate integrity when handling customer and financial information.
Ability to work effectively both independently and as part of a team.
Good time-management and organizational skills.
Ability to work under pressure and meet service and operational targets.
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