Client Relationship Officer

Client Relationship Officer

About the Opportunity

We are looking for a motivated and experienced Client Relationship Officer (CRO) to join our team. You will be responsible for managing and maintaining strong relationships with our customers. You will communicate with our customers in a professional and courteous manner, as well as resolve customer issues and complaints.

Key Responsibilities

• Manage a portfolio of clients and ensure their needs are met in a timely and efficient manner, including responding to inquiries, resolving issues, escalation, and follow-ups.
• Engage all clients on a regular basis, conduct interviews to identify and address concerns, and ensure customer satisfaction.
• Develop presentations for new clients to help them understand how Inkomoko capital can support their business.
• Update clients on their portfolio activity and success.
• Develop and implement marketing strategies to grow the customer base.
• Build a strong customer relationship management strategy to ensure customer satisfaction.
• Manage and triage customer support incidents and escalations.
• Maintain a thorough understanding of Inkomoko’s service offerings to provide accurate presentations.
• Monitor and analyze results and implement changes accordingly.
• Lead on-site customer meetings and training.
• Use customer support tools, procedures, processes, and metrics effectively.
• Represent Inkomoko in the local business community and at conferences or events.
• Collaborate with other members of the investment team to ensure clients receive the best possible service and investment advice.
• Maintain and organize client investment files.

Qualifications

• Minimum of a Bachelor’s Degree in a related field.
• A minimum of 4 years of experience in a client-facing role in financial institutions in Kenya.
• Excellent communication skills, both verbal and written, in English & Swahili. Local language is an added advantage.
• Understanding of micro-businesses, loans and savings products is an addition.
• Excellent customer service skills to provide the best possible support and service to clients.
• Excellent computer skills, especially with MS Excel and Word.
• Strong interpersonal, presentation, and organizational skills.
• Ability to work well in a team environment and in a fast-paced environment.
• Critical-thinker and problem-solver.
• Shows perseverance, personal integrity, and critical thinking skills.

Competencies

We are looking for someone who:

• Manages Diverse Relationships – Relates well to a wide variety of personalities, values differences, and communicates effectively across diverse communication styles, cultures, and backgrounds.
• Takes Initiative to Deliver – Thinks several months in advance, prioritizes objectives, implements reliably, and quickly identifies what will help or hinder goal accomplishment.
• Fluent in Technology – Uses technology effectively to work efficiently and achieve desired outcomes.

What We Offer

• Incredible company culture, including deep investment in your learning and growth, and a commitment to inclusion and diversity.
• Opportunity to work with a talented, passionate, and committed team of professionals across the region.
• Ability to make a significant social impact and contribute to economic growth.
• Competitive salary and potential KPI-based bonus.
• Favorable policies like health insurance, staff savings program, parental leave, sabbatical program, and more.