Records Management & Customer Care Officer at CDL Human Resource

Job Purpose

To ensure efficient management of SACCO records and provide excellent customer service to members by handling inquiries, resolving issues, and maintaining accurate and secure records in compliance with organizational policies and regulatory standards.

Key Responsibilities

Records Management

• Develop and implement an effective filing and archiving system.
• Monitor and control access to records to ensure confidentiality and data protection.
• Facilitate retrieval of information and documents for internal use and audits.
• Regularly update member files and ensure all records are complete and up-to-date.
• Handle member withdrawals and execute guarantor substitution process.
• Assist in digitizing historical records and maintaining electronic document databases.
• Ensure compliance with the Data Protection Act, 2019 and any SACCO-specific policies on information handling.
• Maintain both electronic and physical records for the SACCO in an organized and secure manner.

Customer Care

• Handle member inquiries, requests, and complaints professionally and in a timely manner.
• Guide members on SACCO products, services, and procedures.
• Liaise with relevant departments to resolve member issues and follow up to ensure satisfaction.
• Maintain a customer feedback system and compile reports on member satisfaction levels.

Requirements

Qualifications and Experience

• Diploma in Records Management, Business Administration or related field.
• At least 2 years of experience in records management and/or customer care, preferably in a SACCO.
• Proficiency in MS Office and experience with document management systems or core SACCO systems.