Human Resource /Customer Care Officer at Co-operative Bank of Kenya

(REF: HR/C/07/21)

Our client, a leading urban Sacco based in Nairobi is seeking for qualified, experienced and highly motivated individuals to fill this position.

Core Responsibilities

• Support the development and implementation of HR initiatives and systems
• Provide counselling on policies and procedures
• Be actively involved in recruitment by preparing job descriptions, posting ads and managing the hiring process
• Create and implement effective onboarding plans
• Develop training and development programs
• Assist in performance management processes
• Support the management of disciplinary and grievance issues
• Maintain employee records (attendance, EEO data etc.) according to policy and legal requirements
• Review employment and working conditions to ensure legal compliance
• Answering employee questions and addressing employee concerns
• Reviewing procedures for employee safety, welfare, wellness and health
• Representing employer in community and recruiting events
• Overseeing social events
• Drawing up plans for future personnel hiring procedures and goals
• Updating job requirements when needed
• Contacting applicants’ references
• Performing criminal background checks required by company
• Provide splendid customer services to customers in a friendly and courteous manner at all times
• Have sufficient knowledge about the Society products and services and respond to all inquiries accordingly
• Improve customers’ SACCO experience by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
• Ensure that all the SACCO’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
• Provide information to customers/members on their account status and account balances
• Open new SACCO accounts according to laid down rules and guidelines
• Provide assistance to all other members of staff in other departments of the SACCO by liaising with them through healthy interactions
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Channel complex customer complaints and challenges to the right head of department for effective resolution

Skills 

• Outstanding organizational and time-management abilities
• Excellent communication skills characterized by excellent writing and speaking skills
• Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them and then propose solutions or make contributions based on the points made
• Problem-solving and decision-making aptitude
• Strong ethics and reliability
• Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times
• Must have a keen eye for detail and follow instructions to the letter.