Customer Care Officer

The Customer Care Officer shall work under the supervision and guidance of the Branch Operation Officer, with a reporting line to the Branch Business Manager.

• Work diligently on assigned tasks and deliver results within the required timelines; 
• Comply with instructions issued by the employer or authorized representatives; 
• Ensure proper custody and management of equipment assigned for work purposes; 
• Respect working days, working hours, and professional conduct standards; 
• Maintain confidentiality of institutional and customer information; 
• Provide required identification and administrative documents before commencement of employment; 
• Adhere to the principles and code of conduct governing the business activities of the Cooperative; 
• Welcome members and customers and guide them to the appropriate service points or responsible staff; 
• Prepare quarterly Deposit Guarantee Fund (DGF) reports in accordance with applicable regulations; 
• Support the branch in achieving business and operational targets; 
• Handle customer complaints professionally and ensure courteous and timely resolution; 
• File and maintain SACCO documents, including customer and membership records; 
• Initiate and update customer information and documentation, including electronic customer files, membership applications, authorizations, and customer notes; 
• Provide efficient, professional, and customer-focused services; 
• Follow up on customer complaints referred to other responsible departments or authorities; 
• Assist in resolving daily customer issues in accordance with established customer service policies and procedures; 
• Maintain adequate knowledge of all products and services offered by the Cooperative and provide relevant information to members and customers; 
• Receive and assist customers requiring deposit and withdrawal services while ensuring proper handling and security of related documents; 
• Ensure that information recorded in members’ passbooks matches the electronic banking system; 
• Collect and report unresolved customer complaints and follow-up requests to the relevant authority; 
• Support the implementation of customer care policies, procedures, and consumer protection guidelines; 
• Participate in customer satisfaction surveys in accordance with applicable regulations; 
• Open new members and customer accounts and ensure that all required documents are submitted to the relevant department for approval; 
• Maintain good relationships with members and customers while identifying emerging customer needs and expectations; 
• Issue bank statements to customers upon payment of applicable fees; 
• Advise members and customers on savings culture and investment opportunities; 
• Be willing and ready to assume teller responsibilities in case of staffing shortages or emergencies, as both functions are closely related; 
• Perform any other duties assigned by the supervisor or competent authority in accordance with applicable laws and regulations. 

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