Relationship Officer - Branch Customer Service

Role Overview

As a customer service officer for a SACCO, you will support members across phone, email and social media, helping them understand services, resolve problems and get their requests completed. Your work will combine careful case follow-through, clear record-keeping and knowledgeable guidance to strengthen member trust while identifying relevant opportunities to introduce other SACCO products.

Key Responsibilities

• Respond to member enquiries and complaints through telephone, email and social media, communicating clearly and courteously.
• Investigate service or product issues, explain available solutions, take action within agreed timeframes and follow up until the matter is resolved.
• Take responsibility for each case from first contact to closure, coordinating with escalation teams and other internal colleagues when needed.
• Support dissatisfied members with patience, de-escalate difficult interactions and offer practical alternatives where appropriate.
• Help members troubleshoot, navigate the SACCO’s website and make effective use of its products and services.
• Identify suitable opportunities to explain or cross-sell other SACCO offerings in a way that supports member needs.
• Record interactions, issues and actions in the call-centre database; maintain an accurate complaint register and protect data integrity.
• Organise work according to urgency and service priorities, meet quality targets, and work with internal teams on landing pages and improvements to the user experience.

Requirements & Qualifications

• KCSE mean grade of C (Plain), including C (Plain) in English and Mathematics.
• A relevant qualification such as CCP II, CPA II, CIFA II, or a diploma in public relations, business management, cooperative management, accountancy, finance or banking.
• A bachelor’s degree in public relations, finance, accounting or a related discipline is also relevant.
• At least three years’ experience in customer care or front-office work is an advantage.
• Strong spoken and written communication skills, with the ability to listen carefully, explain solutions and build positive working relationships.
• Demonstrated customer focus, sound organisation, teamwork, integrity and honesty.
• Applicants should be over 24 years of age.