Customer Care Officer

CUSTOMER CARE OFFICER 

Position Name: Customer Care Officer (branch and outlet) 

Reports to: Branch Business Manager 

Supervision: Under the supervision and guidance of the Branch Business Officer with reporting line to the Branch Business Manager 

Responsibilities & Tasks 

• 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 oversee the equipment assigned to him/her in his/her work. 
• To be at work and respect working days and hours. 
• To keep the confidentiality of work. 
• To deliver basic identification documents before starting work. 
• To 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 professionally 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 Cooperative 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 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. 
• 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 Cooperative. 
• 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 Criteria / Job Requirements 

• At least secondary education (A2) in related domain. 
• 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. 
• Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times. 

HOW TO APPLY 

The Job Title should be the subject of the email. The motivation letter of interested candidates accompanied by detailed CV with at least three referees, Photocopy of degree, certificates of related job requirements, professional/work service certificates  and national identity card with all the application file in a one single PDF document. 

The application files should be submitted to INTSINZI SACCO RULINDO E-mail:intsinzi.rulindo@intsinzi.dsacco.rw  and copy mariegrace.uwimana@intsinzi.dsacco 

not later than Friday 25th September 2026 at 5:00 PM.Late and/or Incomplete  applications will not be considered. 

MUNYANZIZA Pascal

Chairperson of The Board