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Vacancy title:
Customer Engagement Officer at HF Group
[Type: FULL_TIME, Industry: Finance, Category: Customer Service]
Jobs at:
HF Group
Deadline of this Job:
Friday, June 13 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, June 5 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Customer Engagement Officer at HF Group
Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.
Housing Finance started operations with the main objective of implementing the government’s policy of promoting thrift and home ownership by lending.
Principle Accountabilities
- Conducting customer research and customer feedback management - NPS, CSAT, Exit interview calls etc.
- Conduct customer Life-Cycle Management i.e.
- Onboarding, tools acquisition, channel utilization etc.
- Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction before, week 2 – advice customer on properties on sale etc.
- Outbound calling (birthdays, anniversary, care calls, product utilization etc.)
- Churn management (understanding reasons for potential churn and advising business on the same).
- Engaging customers with failed transactions.
- Engaging customers with incomplete account opening.
- Engage inactive customers as defined from time to time.
Minimum Qualifications, Knowledge and Experience
Academic & Professional Qualification
- Bachelor's Degree from a recognized University.
Experience
- At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Click Here to Apply
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