Customer Service Officer Job in Kenya

Job Title: Customer Service Officer

Hiring Organization: HF Group
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Housing
Job Type: Full Time
Salary: KES
Date Posted: 04/30/2024

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&rsquo… read more
Deposits of FPEA in Kenya were transferred to HFCK while the Tanzanian and Ugandan deposits were transferred to The Permanent Housing Finance Company of Tanzania and the Housing Finance Company of Uganda respectively.

Principal Accountabilities

  • To manage the day to day operations of the Ultimate Banking Lounges.
  • To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
  • To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
  • To Issue account fulfilment tools and maintain records to ensure safe custody and timely delivery to customers
  • To support the Ultimate Banking Relationship Managers with account opening, loan processing and handling customer queries
  • Educate clients on the features and benefits of all products
  • Cross-sell products to clients based on the needs
  • Assist clients to complete paperwork and requirements to take up new products
  • Notify client about deposit renewals
  • Invite clients for Exclusive events
  • Inform clients about new products/services/ lifestyle offers
  • Make courtesy calls to clients

Technical competencies:

  • Excellent Communication Skills
  • Customer Service skills
  • IT Skills
  • Product knowledge
  • Computer skills
  • Ability to maintain strong relationships with customers

General competencies:

  • Interpersonal skills
  • Team Player
  • Listening skills
  • Empathetic
  • Professional
  • Problem-solving Skills.
  • Empathetic

Minimum Qualifications, Knowledge and Experience

  • Education: Bachelor’s Degree in a business-related field
  • Experience: 4 year’s banking experience

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