Customer Relationship Officer

Position Overview

MUGANGA SACCO is recruiting competent and self-driven professionals for the position of Customer Relationship Officer on a permanent, full-time basis. This is an equal opportunity recruitment regardless of gender or other characteristics.

Position Details

• Number of Positions: 2
• Employment Type: Full-time, Open-ended (Permanent)
• Work Locations:
  • Bugesera Health Catchment Area (Office based at Nyamata Level II Teaching Hospital)
  • Rusizi and Nyamasheke Health Catchment Area (Office based at Gihundwe District Hospital)
• Reporting To: Customer Relationship Manager

Job Purpose

The Customer Relationship Officer is responsible for mobilizing new active members and deposits, facilitating credit mobilization, and deepening relationships with existing members by offering digital financial products and relevant information.

Key Responsibilities

• Generate new member leads through various channels
• Proactively identify sales prospects and conduct business development activities
• Follow up on new leads and referrals to generate business
• Achieve monthly sales targets and cross-sell assets and fee products
• Follow internal guidelines and procedures of MUGANGA SACCO
• Ensure customer satisfaction through regular engagement
• Resolve customer queries and issues and facilitate customer service
• Provide financial education to members on financial service consumer protection and complaints handling
• Maintain periodic status reports, including daily activity reports and call/follow-up logs

Key Measurable Goals

• Number of new active members acquired
• Increase percentage of deposits and loan portfolio within the catchment area
• Number of debit cards sold and digital banking enrollments
• Level of member communication and engagement regarding MUGANGA SACCO products and services

Required Skills and Competencies

• Knowledge of banking products (deposits and loans)
• Customer Relationship Management expertise (needs assessment and inquiry handling)