Customer Service Officer

Job Description: Customer Service Officer

Company: Kinetic Investment Ventures Limited
Department: Operations / Customer Experience
Location: Kenya
Reporting To: Head of Operations

1. Role Purpose

The Customer Service Officer (CSO) is responsible for delivering exceptional client experience across the lifecycle of construction financing products. The role ensures efficient handling of client inquiries, loan application support, disbursement coordination, and post-loan servicing while maintaining high standards of professionalism, compliance, and responsiveness in delivering world-class commercial and residential buildings. The CSO acts as the primary interface between clients (developers, SMEs, contractors) and internal teams, including credit, architects, engineers, QS’s, and legal.

2. Key Responsibilities

A. Customer Engagement & Relationship Management

Serve as the first point of contact for all customer inquiries (walk-in, phone, email, digital channels)
Provide accurate information on construction financing products (loan terms, eligibility, pricing)
Build and maintain strong relationships with developers, contractors, and investors
Ensure a seamless and professional onboarding experience

B. Loan Application Support

Guide clients through loan application processes and documentation requirements
Assist in collecting and verifying application documents (IDs, project plans, approvals, financials)
Liaise with credit team to track application progress and provide client updates
Ensure completeness and accuracy of submitted applications

C. Disbursement & Project Support

Coordinate with internal teams to ensure timely loan disbursement
Communicate disbursement schedules linked to project milestones
Support clients in understanding drawdown processes and requirements
Coordinate fundi’s works to ensure that projects are delivered on a timely basis

D. Customer Issue Resolution

Handle client complaints, queries, and service requests promptly
Escalate complex issues to relevant departments (credit, legal, finance)
Track and resolve issues within defined service timelines (SLAs)
Maintain a professional and empathetic approach at all times
Maintain effective communication with all service providers and field labourers / fundis

E. Account & Loan Servicing

Provide post-disbursement support including repayment guidance
Send reminders on repayment schedules and obligations
Making statutory returns for the company, tax returns etc
Monitor customer satisfaction throughout the loan lifecycle

F. Documentation & Compliance

Ensure all customer interactions and documents are properly recorded in the system
Maintain compliance with regulatory requirements and internal policies
Support KYC (Know Your Customer) and AML procedures
Ensure confidentiality and data protection standards are upheld

G. Reporting & Continuous Improvement

Maintain records of customer interactions, complaints, and resolutions
Provide feedback on customer trends, challenges, and product gaps
Contribute to improving customer experience processes and service delivery
Support customer satisfaction surveys and service quality initiatives

3. Key Performance Indicators (KPIs)

Customer Satisfaction Score (CSAT) ≥ 90%
Average Response Time (SLA adherence)
Loan Application Turnaround Support Efficiency
Complaint Resolution Time
Customer Retention / Repeat Client Rate
Accuracy & Completeness of Documentation
Net Promoter Score (NPS) Contribution
Timely submission of company returns and monthly statutory returns

4. Qualifications & Experience

Bachelor’s degree in Business, Finance, Banking, Real Estate, or related field
Minimum 2–4 years experience in customer service in financial services / lending / real estate
Experience in loan processing or credit support is an added advantage

5. Key Competencies

Technical Skills

Understanding of lending products (especially construction finance)
Knowledge of loan lifecycle processes
CRM systems and customer support tools
Basic financial literacy (loan terms, interest rates, repayment structures)

Behavioral Skills

Excellent communication and interpersonal skills
Strong customer-centric mindset
Problem-solving and conflict resolution ability
High attention to detail
Ability to work under pressure and manage multiple clients

Core Attributes

Professionalism and integrity
Empathy and patience
Proactive and solution-oriented
Strong organizational skills

6. Reporting & Working Relationships

Internal: Relationship Management Team, Finance & Treasury, Legal & Compliance, Operations Support Team
External: Clients (Developers, SMEs, Contractors), Consultants (Engineers, Project Managers, Valuers), Regulatory bodies

7. Career Growth Path

Senior Customer Service Officer
Relationship Manager (Construction Finance)
Credit Operations Officer
Customer Experience Manager

8. Success Profile (What Good Looks Like)

Delivers fast, accurate, and professional responses
Ensures clients clearly understand financing processes
Minimizes customer friction during loan lifecycle
Acts as a trusted advisor to clients
Contributes to repeat business and referrals

To apply for this position, please send your CV and cover letter to careers@kineticinvestment.co.ke.