Customer Care Officer at Acumen Savings and Credit Co-operative Society Ltd

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• 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. • 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.