Background

Kinetic Investment Ventures Ltd is a construction and home development company dedicated to making property ownership accessible and achievable. We combine professional construction services with structured project financing to support clients in building residential and commercial properties efficiently and affordably.

Role Purpose

The Customer Service Officer (CSO) is responsible for delivering exceptional client experience across the lifecycle of construction financing products. The role ensures efficient handling of client inquiries, loan application support, disbursement coordination, and post-loan servicing while maintaining high standards of professionalism, compliance, and responsiveness in delivering world-class commercial and residential buildings. The CSO acts as the primary interface between clients (developers, SMEs, contractors) and internal teams, including credit, architects, engineers, QS’s, and legal.

Key Responsibilities

Customer Engagement & Relationship Management

• Serve as the first point of contact for all customer inquiries (walk-in, phone, email, digital channels)
• Provide accurate information on construction financing products (loan terms, eligibility, pricing)
• Build and maintain strong relationships with developers, contractors, and investors
• Ensure a seamless and professional onboarding experience

Loan Application Support

• Guide clients through loan application processes and documentation requirements
• Assist in collecting and verifying application documents (IDs, project plans, approvals, financials)
• Liaise with credit team to track application progress and provide client updates
• Ensure completeness and accuracy of submitted applications

Disbursement & Project Support

• Coordinate with internal teams to ensure timely loan disbursement
• Communicate disbursement schedules linked to project milestones
• Support clients in understanding drawdown processes and requirements
• Coordinate fundi’s works to ensure that projects are delivered on a timely basis

Customer Issue Resolution

• Handle client complaints, queries, and service requests promptly
• Escalate complex issues to relevant departments (credit, legal, finance)
• Track and resolve issues within defined service timelines (SLAs)
• Maintain a professional and empathetic approach at all times
• Maintain effective communication with all service providers and field labourers / fundis

Account & Loan Servicing

• Provide post-disbursement support including repayment guidance
• Send reminders on repayment schedules and obligations
• Making statutory returns for the company, tax returns etc
• Monitor customer satisfaction throughout the loan lifecycle

Documentation & Compliance

• Ensure all customer interactions and documents are properly recorded in the system
• Maintain compliance with regulatory requirements and internal policies
• Support KYC (Know Your Customer) and AML procedures
• Ensure confidentiality and data protection standards are upheld

Reporting & Continuous Improvement

• Maintain records of customer interactions, complaints, and resolutions
• Provide feedback on customer trends, challenges, and product gaps
• Contribute to improving customer experience processes and service delivery
• Support customer satisfaction surveys and service quality initiatives

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT) ≥ 90%
• Average Response Time (SLA adherence)
• Loan Application Turnaround Support Efficiency
• Complaint Resolution Time
• Customer Retention / Repeat Client Rate
• Accuracy & Completeness of Documentation
• Net Promoter Score (NPS) Contribution
• Timely submission of company returns and monthly statutory returns

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Banking, Real Estate, or related field
• Minimum 2–4 years experience in customer service in financial services / lending / real estate
• Experience in loan processing or credit support is an added advantage

Key Competencies

Technical Skills

• Understanding of lending products (especially construction finance)
• Knowledge of loan lifecycle processes
• CRM systems and customer support tools
• Basic financial literacy (loan terms, interest rates, repayment structures)

Behavioral Skills

• Excellent communication and interpersonal skills
• Strong customer-centric mindset
• Problem-solving and conflict resolution ability
• High attention to detail
• Ability to work under pressure and manage multiple clients

Core Attributes

• Professionalism and integrity
• Empathy and patience
• Proactive and solution-oriented
• Strong organizational skills

Reporting & Working Relationships

Internal: Relationship Management Team, Finance & Treasury, Legal & Compliance, Operations Support Team

External: Clients (Developers, SMEs, Contractors), Consultants (Engineers, Project Managers, Valuers), Regulatory bodies

Career Growth Path

• Senior Customer Service Officer
• Relationship Manager (Construction Finance)
• Credit Operations Officer
• Customer Experience Manager

Success Profile (What Good Looks Like)

• Delivers fast, accurate, and professional responses
• Ensures clients clearly understand financing processes
• Minimizes customer friction during loan lifecycle
• Acts as a trusted advisor to clients
• Contributes to repeat business and referrals

• Serve as the first point of contact for all customer inquiries (walk-in, phone, email, digital channels)
• Provide accurate information on construction financing products (loan terms, eligibility, pricing)
• Build and maintain strong relationships with developers, contractors, and investors
• Ensure a seamless and professional onboarding experience
• Guide clients through loan application processes and documentation requirements
• Assist in collecting and verifying application documents (IDs, project plans, approvals, financials)
• Liaise with credit team to track application progress and provide client updates
• Ensure completeness and accuracy of submitted applications
• Coordinate with internal teams to ensure timely loan disbursement
• Communicate disbursement schedules linked to project milestones
• Support clients in understanding drawdown processes and requirements
• Coordinate fundi’s works to ensure that projects are delivered on a timely basis
• Handle client complaints, queries, and service requests promptly
• Escalate complex issues to relevant departments (credit, legal, finance)
• Track and resolve issues within defined service timelines (SLAs)
• Maintain a professional and empathetic approach at all times
• Maintain effective communication with all service providers and field labourers / fundis
• Provide post-disbursement support including repayment guidance
• Send reminders on repayment schedules and obligations
• Making statutory returns for the company, tax returns etc
• Monitor customer satisfaction throughout the loan lifecycle
• Ensure all customer interactions and documents are properly recorded in the system
• Maintain compliance with regulatory requirements and internal policies
• Support KYC (Know Your Customer) and AML procedures
• Ensure confidentiality and data protection standards are upheld
• Maintain records of customer interactions, complaints, and resolutions
• Provide feedback on customer trends, challenges, and product gaps
• Contribute to improving customer experience processes and service delivery
• Support customer satisfaction surveys and service quality initiatives

• Understanding of lending products (especially construction finance)
• Knowledge of loan lifecycle processes
• CRM systems and customer support tools
• Basic financial literacy (loan terms, interest rates, repayment structures)
• Excellent communication and interpersonal skills
• Strong customer-centric mindset
• Problem-solving and conflict resolution ability
• High attention to detail
• Ability to work under pressure and manage multiple clients
• Professionalism and integrity
• Empathy and patience
• Proactive and solution-oriented
• Strong organizational skills

• Bachelor’s degree in Business, Finance, Banking, Real Estate, or related field
• Minimum 2–4 years experience in customer service in financial services / lending / real estate
• Experience in loan processing or credit support is an added advantage