Customer Care

JOB VACANCY ANNOUNCEMENT

The Management of RATWA SACCO HUYE informs all qualified and competent candidates that is recruiting for the following position :
Responsibilities & tasks  :Under the supervision and guidance of the Branch Operations Officer with Reporting line to the Branch Business Manager:

• To work diligently on the assigned work on time and to produce results;
• To comply with the instructions of the employer or his/her representative;
• To take good care of and manage the equipment assigned to him/her in his/her work;
• To be at work and respect working days and hours;

• To maintain the confidentiality of work;

• To provide basic identification documents before starting work;

• To follow the principles and codes of conduct governing the business activities of the Cooperative;

• Welcomes members/customers, provides advice and recommendation where to find the right contact person;

• Handles complaints professional and provides a courteous approach to resolving complaints;

• Files documents of the SACCO, e.g., member documents;

• Initiates and updates all documents related to members information (e.g., electronic customer file, membership applications, authorizations, customer notes);

• To provide good and efficient service to customers;

• To follow up on customer complaints that have been referred to other appropriate authorities;

• Assist in resolving daily customer issues and ensure that they are timely responded in accordance with established customer service policies and regulations;

• Maintain knowledge of all products and services offered by the Cooperative and provide information on the Cooperative's products and activities to members and customers in general;

• Receive and assist members and customers in general who require services related to deposits and withdrawals and ensure the security of related documents;

• Ensure that the information recorded in the member's passbook matches with his/her account in the electronic system;

• Collect and report on unresolved customer complaints or issues and requests for follow-up, documentation and submission to the relevant authority for consideration;

• Assist in the implementation of the Cooperative's policies, procedures and guidelines for customer care;

• Participate in the implementation of the customer care policy and in particular the protection of financial services consumers;