Background

Acumen Savings and Credit Co-operative Society Ltd is a licensed deposit taking Society regulated by Sasra operating under license SS/0191/21. The Sacco undertakes two types of activities: Back Office Service Activities (BOSA), in which the Sacco offers Savings & Loans and Front Office Service Activities (FOSA), in which the Sacco offers banking facil...

Job Summary

Acumen DT Sacco Limited is looking for a competent, customer-focused and results-driven Customer Care Officer to join our team and help us deliver an outstanding member experience.

Key Responsibilities

• Act as the first point of contact for members, delivering professional and timely service.
• Handle member enquiries, complaints and requests across all communication channels.
• Advise members on Sacco products, services, loans, savings and digital banking channels.
• Support account opening, member record updates and other account-related services.
• Promote Sacco products and identify cross-selling opportunities, including through recruitment, marketing and outreach activities.
• Follow up on member complaints to ensure prompt and satisfactory resolution.
• Drive member retention, engagement and satisfaction initiatives.
• Educate members on the Sacco’s digital platforms, including mobile banking.
• Maintain accurate records of customer interactions and complaints, and prepare regular customer service reports highlighting recurring concerns.
• Collaborate with other departments to resolve member issues efficiently.
• Ensure compliance with Sacco policies, procedures, KYC and other regulatory requirements.
• Perform other duties as assigned by management.

Academic & Professional Qualifications

• Diploma or Bachelor’s Degree in Customer Service, Business Administration, Marketing, Commerce, Co-operative Management or a related field.
• At least 2 years’ relevant experience in customer care, preferably within a Sacco, bank, microfinance institution or other financial institution.
• Professional training in customer service is an added advantage.
• Sound understanding of financial products and member/customer relationship management.

Key Competencies & Skills

• Excellent communication and interpersonal skills.
• Strong customer service orientation, with the ability to handle difficult situations and resolve complaints professionally.
• Sound problem-solving, decision-making and sales / relationship-management skills.
• Good knowledge of Sacco and financial services.
• Strong computer and digital literacy, with attention to detail and accuracy.
• Integrity, confidentiality and professionalism.
• Ability to work under pressure, meet deadlines and work independently with minimal supervision.
• Team player with good record-keeping, reporting skills and a positive, proactive attitude.

• Act as the first point of contact for members, delivering professional and timely service.
• Handle member enquiries, complaints and requests across all communication channels.
• Advise members on Sacco products, services, loans, savings and digital banking channels.
• Support account opening, member record updates and other account-related services.
• Promote Sacco products and identify cross-selling opportunities, including through recruitment, marketing and outreach activities.
• Follow up on member complaints to ensure prompt and satisfactory resolution.
• Drive member retention, engagement and satisfaction initiatives.
• Educate members on the Sacco’s digital platforms, including mobile banking.
• Maintain accurate records of customer interactions and complaints, and prepare regular customer service reports highlighting recurring concerns.
• Collaborate with other departments to resolve member issues efficiently.
• Ensure compliance with Sacco policies, procedures, KYC and other regulatory requirements.
• Perform other duties as assigned by management.

• Excellent communication and interpersonal skills.
• Strong customer service orientation, with the ability to handle difficult situations and resolve complaints professionally.
• Sound problem-solving, decision-making and sales / relationship-management skills.
• Good knowledge of Sacco and financial services.
• Strong computer and digital literacy, with attention to detail and accuracy.
• Integrity, confidentiality and professionalism.
• Ability to work under pressure, meet deadlines and work independently with minimal supervision.
• Team player with good record-keeping, reporting skills and a positive, proactive attitude.

• Diploma or Bachelor’s Degree in Customer Service, Business Administration, Marketing, Commerce, Co-operative Management or a related field.
• At least 2 years’ relevant experience in customer care, preferably within a Sacco, bank, microfinance institution or other financial institution.
• Professional training in customer service is an added advantage.
• Sound understanding of financial products and member/customer relationship management.