Job Description
Job Summary
The Customer Service Officer is responsible for converting leads and prospects into active and valuable Vertex SACCO members and customers. The officer will actively identify, contact, educate, convert, onboard, and retain prospects by promoting Vertex SACCO's membership, voluntary savings/deposit, loan, insurance, and other products and services.
Job Requirements
Education: Bachelor's Degree in Marketing
Experience: Minimum of 1 year of relevant experience, preferably in SACCO, microfinance institution and banking industry
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Quantity Required: 1
Salary: Based on company's scale
Duties and Responsibilities
Lead Conversion & Sales
Receive and manage leads generated through marketing, referrals, field activities, digital channels, events, and other sources.
Contact and qualify prospects based on their needs, financial capacity, interests, and eligibility.
Explain Vertex SACCO's value proposition, membership benefits, products, and services.
Convert qualified leads into SACCO members.
Follow up consistently with prospects until conversion or clear closure.
Maintain an organized pipeline of prospects and opportunities.
Identify cross-selling and upselling opportunities.
Achieve assigned daily, weekly, and monthly sales targets.
Primary Conversion Targets
Convert prospects into new SACCO members, voluntary depositors/savers, loan customers, active product users, referral sources, and long-term members.
Membership Acquisition
Explain the benefits, requirements, rights, and responsibilities of SACCO membership.
Register and onboard qualified new members.
Ensure membership applications are complete and accurate.
Assist prospects in completing required documentation.
Follow up with prospective members who have started but not completed registration.
Build a continuous pipeline of potential members.
Participate in membership acquisition campaigns and promotional activities.
Encourage existing members to refer new members.
Voluntary Deposit Mobilization
This is one of the core responsibilities of the position.
Promote Vertex SACCO's voluntary deposit/savings products.
Educate members and prospects on the benefits of saving through Vertex SACCO.
Convert members into active voluntary depositors.
Encourage regular and increased deposits.
Identify members with potential for higher savings/deposits.
Follow up with inactive or irregular depositors.
Conduct deposit mobilization campaigns.
Maintain relationships with depositors and identify opportunities to increase their participation.
Product Cross-Selling & Up-Selling
The officer should not stop after membership registration. After acquiring a member, the officer should identify relevant additional needs and introduce suitable products.
Lead → Member → Voluntary Depositor → Loan Customer → Insurance Customer → Active Member
Responsibilities include:
Identify members who qualify for loans.
Refer qualified members to the Loan & Insurance team.
Promote appropriate insurance products.
Introduce other SACCO products and services.
Monitor member product usage.
Identify inactive members and reactivate them.
Increase the overall value and engagement of each member.
Customer/Member Relationship Management
Maintain regular communication with members and prospects.
Respond professionally to inquiries.
Provide accurate information about SACCO products and services.
Understand member needs and recommend appropriate solutions.
Build trust and long-term relationships.
Follow up on member concerns and complaints.
Coordinate with relevant departments to resolve issues.
Maintain a high-quality member experience throughout the customer journey.
Lead Follow-Up & Pipeline Management
Member Activation & Retention
Responsibilities include:
Welcome and orient new members.
Encourage initial voluntary deposits.
Explain available products and services.
Follow up with newly registered members.
Identify inactive members.
Conduct reactivation campaigns.
Maintain relationships with high-value and strategic members.
Encourage referrals from satisfied members.
Field Sales & Business Development
Conduct field visits to identify potential members and depositors.
Visit organizations, businesses, communities, associations, and other target groups.
Participate in exhibitions, events, campaigns, and promotional activities.
Conduct membership and savings presentations.
Build relationships with potential referral partners.
Generate new leads independently in addition to company-generated leads.
Support marketing campaigns by converting campaign-generated leads.
Customer Education
The officer is also responsible for educating prospects and members about:
SACCO membership
Saving and voluntary deposits
Loan opportunities
Insurance
Member benefits
SACCO values and principles
Product terms and conditions
Member rights and responsibilities
Responsible financial behavior
Documentation & Compliance
Ensure accurate completion of membership and customer documents.
Verify information according to approved procedures.
Maintain confidentiality of member information.
Follow KYC and applicable compliance procedures.
Ensure no false information is provided to prospects or members.
Properly record sales and membership transactions.
Escalate suspicious or irregular activities to management.
Maintain accurate customer records.
Reporting
Prepare regular daily, weekly, and monthly reports on leads received, contacted and qualified; new members and voluntary depositors acquired; deposits mobilized; loan and insurance referrals; product conversions; follow-up activities; lost leads; member reactivation; customer complaints; and sales performance.
How To Apply
