Customer Relations Officer

Shirika Deposit Taking SACCO Ltd is a national fast growing SACCO based in Nairobi with membership of over 10,000 members spread across Kenya and in the diaspora. The SACCO is regulated by the SACCO Societies Regulatory Authority(SASRA). In order to achieve the planned growth and strategic plan, the Society is looking for qualified and competent persons to fill the following vacancy

Position: Customer Relations Officer (4 positions)

You will be responsible for member’s recruitment and Deposit mobilization to improve Sacco’s market portfolio to achieve financial growth. You will act as a first level (external) liaison; provide product/services information to the public and resolve any emerging problems that existing customers might face with accuracy and efficiency.

Key Responsibilities

• Ensure you have sufficient knowledge about all the Sacco products and services.
• Provide splendid customer services to customers in a friendly and courteous manner at all times.
• Receive inquiries, complaints, feedback and respond to all customers accordingly.
• Mobilize deposits through Sacco Platforms.
• Follow up and activation of dormant accounts.
• Ensure membership recruitment targets are achieved.
• Sale and promote all Sacco products and services.
• Offer support to contact center.
• Promote utilization of all alternate channels like USSD, App and Lipa Kwa Sacco.
• Provide assistance to members of the Sacco by liaising with them through healthy interactions.
• Ensure that customers’ confidential information is properly protected and only used for official purposes.
• Identify and provide strategic work solutions to improve the operational efficiency
• Regularly compile reports and submit to the manager on overall customer satisfaction.
• Assist in administrative functions of the office.
• Any other duties assigned by the management from time to time.

Knowledge, Skills and Experience

• Selling techniques
• Relationship Management and Customer Care
• Market research
• Managing commercial negotiations
• Public speaking & presentation techniques
• Critical compliance areas
• Loan Monitoring & Debt Recovery Processes
• Loan processing (Appraisals & Disbursement)
• Problem-solving and decision making
• Experience in digital Marketing will be an added advantage

Academic, Professional and Career Requirements:

• Undergraduate degree (Business field)
• Experience in Customer Relations, Sales & Marketing.
• A minimum of 2 years’ experience in Customer and market penetration experience in a financial institution.