Branch Customer Care Officers

JOB ADVERT FOR AKAGERA SACCO KAYONZA 

Akagera Sacco Kayonza (ASK) is a District Savings and Credit Cooperative (D-SACCO) established following the consolidation of Twelve Umurenge Sacco’s operating within Kayonza District, in accordance with the Government of Rwanda SACCO consolidation framework. ASK is duly registered under RCA Certificate No. N° RGDG013385 and licensed by the National Bank of Rwanda (BNR).

In accordance with Law N° 072/2021 of 05/11/2021 governing Deposit-Taking Microfinance Institutions, ASK is authorized to carry out microfinance activities in the Republic of Rwanda.

To achieve its mission and strengthen institutional efficiency, ASK is looking for a qualified, competent, committed, proactive, and self-motivated individual to fill the following vacant position:

JOB ADVERT- BRANCH CUSTOMER CARE OFFICERS

To achieve its mission and strengthen institutional efficiency, ASK is seeking to recruit a competent, committed, professional, and self-motivated Branch Customer Care Officers to join the institution.

Main Responsibilities

Under the supervision and guidance of the Branch Business Manager, the Branch Customer Care Officer shall perform the following duties and responsibilities:

• Work diligently on the assigned work on time and to produce results;
•  Comply with the instructions of the employer or his/her representative;
• Take good care of and oversee the equipment assigned to him/her in his/her work;
• Be at work and respect working days and hours;
• keep the confidentiality of work;
• Follow the principles and codes of perform 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 deliver good and efficient service to customers;
• To follow up on customer complaints that have been referred to other appropriate authorities;
•  help with resolving daily customer issues and make sure that they are timely responded in accordance with established customer service policies and regulations;
• keep knowledge of all products and services offered by the ASK and deliver 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;
•  make sure 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;
• help with the implementation of the ASK'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;
•  Inform and explain to members and customers information regarding the contents of their accounts;
• Assist customers in completing any documents that may be required;
• perform Customer Satisfaction Surveys in accordance with the relevant regulations;
• Open new accounts and make sure that their documents are submitted to the relevant department or employee for approval;
•  keep good relations with all customers, focusing on changes and new needs in the ASK;
•  Issue bank statements to members and customers after payment of the required fees;
• To deliver advice to members and clients in general by teaching them how to invest and keep a culture of saving;
•  To perform other duties that do not conflict with the laws and regulations required by the supervisor or his/her superior authority.

Qualification and Experience required

• Bachelor’s degree in Business Management, Finance, Accounting, Business Administration, Economics, or related fields.
• Excellent service orientation and attention to details regarding the atmosphere in the SACCO.
• Good communication and interpersonal skills.
• Two years’ experience in customer care services.
• Excellent multi-tasking skills and be able to function under pressure.
• Excellent negotiation skills and be able to influence people.

Required Application Documents

Candidates should submit the following documents:

1. Motivation letter addressed to the Chairperson of the Board of Directors.
2. Updated Curriculum Vitae (CV) with at least three (3) professional referees and their contact details.
3. Copy of academic Certificate and Professional certificates.
4. Copy of National ID.
5. Certificates of service rendered or previous employment certificates proving relevant experience.
6. Any other relevant supporting documents proving experience and competencies.

• Applications must be submitted in soft copy as one single combined PDF document to the following email address: ask.recruitment26@gmail.com 
• The subject of the email must clearly indicate the position applied for: “Application for CUSTOMER CARE OFFICER.”
• Deadline for submission: 24th July, 2026 at 5:00 PM.
• Late applications will not be accepted.
• Only shortlisted candidates will be contacted for the next stage of the recruitment process.

Additional Information

• ASK promotes equal opportunity. All Qualified candidates are encouraged to apply.
• No fees or any form of compensation shall be requested at any stage of the recruitment process.
• Benefits are competitive and aligned with those offered by other financial institutions.

Done at Kayonza, the 14th July 2026

BUTERA K. John Baptiste

Chairperson of Board of Directors
Akagera Sacco Kayonza