Job Opportunity: Sacco Customer Experience Officer
Location: Nairobi, Kenya
Organization Type: Regulated Non-Withdrawable Deposit-Taking (Non-WDT) SACCO
Reference: CEXO/09/25
Application Deadline: 1st November 2025
Email: [email protected]
Job Purpose
Do you have a passion for creating exceptional member experiences and ensuring that people feel valued, supported, and empowered? A leading Regulated Non-WDT SACCO in Nairobi is seeking a proactive, professional, and personable Customer Experience Officer to join our team.
This role is not only about resolving inquiries but also about building lasting relationships, strengthening member retention, and supporting outreach efforts that grow the SACCO family. You will be the first impression and the trusted support our members rely on.
Key Responsibilities
As the Customer Experience Officer, you will:
- Serve as the first point of contact for members through phone, email, web chat, and in-person interactions.
- Handle inquiries, complaints, and requests promptly, courteously, and professionally.
- Maintain accurate and up-to-date records of member interactions and transactions.
- Assist members with account management, loan applications, and SACCO services.
- Educate and proactively promote SACCO products and services, supporting outreach and marketing initiatives to enhance awareness and uptake.
- Follow up on member feedback to ensure continuous improvement and satisfaction.
- Proactively support members through personalized solutions that encourage long-term satisfaction and loyalty.
- Conduct member onboarding and orientation, ensuring new members understand SACCO products, processes, and policies.
- Prepare reports on customer experience trends, feedback, and turnaround times for management decision-making.
- Collaborate with internal teams to resolve member needs effectively and improve service delivery.
- Ensure compliance with SACCO policies, data protection laws, and regulatory requirements in all member interactions.
Eligibility & Qualifications
Applicants must meet the following requirements:
- Minimum Diploma in Customer Service, Business Administration, Communication, or related field.
- Experience in SACCOs, cooperatives, or financial institutions is an added advantage.
- Minimum of 2 years of experience in customer service or customer experience.
- Excellent communication skills in English and Kiswahili (verbal and written).
- Strong interpersonal, problem-solving, and conflict-resolution skills.
- Strong computer literacy, including office applications, email communication, and digital platforms.
- Demonstrated integrity, professionalism, and a strong member-first approach.
- Ability to multitask, prioritize, and perform effectively under pressure.
Key Competencies
- Member-Centric Mindset – passionate about delivering positive, seamless, and memorable member experiences.
- Retention & Engagement Skills – Ability to anticipate member needs, foster loyalty, and encourage long-term commitment.
- Marketing Awareness – able to communicate value propositions clearly and support outreach activities.
- Teamwork & Collaboration – works well with others to achieve organizational goals.
- Attention to Detail – ensures accuracy in transactions, records, and member communication.
- Adaptability – thrives in a fast-paced and changing environment.
- Emotional Intelligence – demonstrates empathy, patience, and professionalism.
- Analytical & Reporting Skills – ability to analyze feedback data and prepare actionable reports.
How to Apply
If you meet the above qualifications, please send your CV, cover letter, and copies of academic and professional certificates to:
[email protected]
Subject Line: Application – Customer Experience Officer (Ref: CEXO/09/25)
Applications must be received no later than 1st November 2025.
Why Join Us?
Be part of a SACCO that values service excellence, professionalism, and growth. This is your chance to make a meaningful impact in an organization committed to financial inclusion and empowerment.
