Job Openings at Qona Sacco

Key Responsibilities

ICT Operations and User Support

• Install, configure, and maintain computer hardware, software, operating systems, networks, printers, and scanners.
• Monitor and maintain computer systems, networks, and related infrastructure.
• Respond promptly and effectively to service requests and technical issues.
• Provide technical support to staff both remotely and in person.
• Create and manage user accounts and access rights.
• Troubleshoot, repair, and replace ICT equipment as required.
• Test and evaluate new technologies and solutions to improve operational efficiency.

ICT Service Enhancement

• Support the training of staff on ICT systems and applications.
• Uphold and continuously enhance information security practices and controls.
• Develop and implement ICT communication and awareness initiatives as required.

Customer Service

• Ensure efficient flow of information to and from members and other stakeholders.
• Respond to routine member inquiries through phone calls and emails.
• Direct member and stakeholder queries to relevant officers and ensure timely feedback.
• Promote and uphold the Sacco's core values of Authenticity, Disruption, Presence, and Progression.

Qualifications and Experience

• Bachelor's degree in Information Technology, Computer Science, Information and Communication Technology, or a related field.
• Minimum of two (2) years' relevant work experience in ICT support or systems administration.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Knowledge of information security best practices will be an added advantage.

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Key Responsibilities

Loan Recovery and Collections

• Ensure prompt collection of all monies due to the Sacco, including monthly deposits, shares, children's account contributions, loan repayments, and interest recoveries.
• Institute recovery measures for delinquent loans and facilitate the realization of available guarantees and securities.
• Coordinate with debt collectors and monitor the performance of accounts under recovery.
• Negotiate payment arrangements and repayment plans with members who have delinquent loans.
• Prepare and issue notices to guarantors of delinquent loans.
• Conduct regular follow-up on non-performing and at-risk accounts to prevent loan deterioration.
• Undertake field visits to members in default as part of recovery efforts.
• Liaise with the Cooperative Tribunal on matters relating to delinquent loans.

Credit Reporting and Administration

• Prepare and submit credit reports, including monthly loan reports, loans and shares listings, and defaulters' reports.
• Ensure timely collection and reconciliation of remittances from corporate organizations.
• Prepare and issue Credit Reference Bureau (CRB) notification letters to members.
• Conduct regular CRB pre-listing and listing of delinquent accounts in compliance with applicable regulations.

Standing Order Administration

• Receive, verify, and process internal standing orders.
• Follow up on bounced standing orders and initiate corrective action.
• Review and update standing order records in the system as necessary.

Customer Service

• Provide financial advisory services and educate members on savings, responsible borrowing, and prompt loan repayment.
• Ensure efficient flow of information to and from members and other stakeholders.
• Respond to routine inquiries received via phone calls, emails, and other communication channels within agreed turnaround times.
• Escalate and direct member queries to relevant officers and ensure timely feedback.
• Promote and uphold the Sacco's core values of Authenticity, Disruption, Presence and Progression.

Qualifications and Experience

• Bachelor's degree in Commerce, Business Administration, Finance, or a related field.
• Relevant professional qualifications will be an added advantage.
• Minimum of two (2) years' experience in the financial sector, preferably within a Sacco environment.
• At least one (1) year of experience in debt collection and loan recoveries.

Key Competencies

• Excellent negotiation, interpersonal, and communication skills.
• Strong analytical, planning, and monitoring abilities.
• Ability to work effectively under pressure and meet strict targets and deadlines.
• Proficiency in computer applications and credit management systems.
• Self-driven, proactive, and results-oriented.
• High levels of integrity, professionalism, and customer focus.

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Position Summary

• The Marketing Officer will play a pivotal role in driving business growth through member acquisition, retention, and relationship management while promoting the Sacco's products and services. The role involves implementing sales strategies, executing marketing initiatives, and delivering exceptional member experiences aligned with Qona Sacco's strategic objectives.

Key Responsibilities

Member Acquisition and Relationship Management

• Recruit new members and grow the Sacco's membership base.
• Maintain and strengthen relationships with existing members to enhance retention and loyalty.
• Conduct regular member visits to assess satisfaction and identify cross-selling and up-selling opportunities.
• Respond promptly and professionally to member inquiries and concerns.
• Support seamless onboarding of new members and maintain accurate customer records.

Marketing and Business Development

• Support the development and execution of the annual marketing plan.
• Promote the full range of Sacco products and services to drive business growth.
• Generate and nurture new business leads to achieve departmental revenue targets.
• Drive loan uptake and refinancing opportunities in line with the Sacco's strategic plan and loan policy.
• Organize and participate in member education forums, exhibitions, activations, and other marketing events.
• Develop engaging marketing content, including images and videos, while ensuring member consent requirements are met.
• Support brand visibility initiatives through advertising, public relations, and promotional campaigns.

Sales Monitoring and Reporting

• Monitor market trends and competitor activities to identify opportunities and inform strategy.
• Prepare accurate daily, weekly, and monthly reports on sales activities, targets, achievements, and member recruitment.
• Conduct return-on-investment (ROI) analysis for marketing campaigns and recommend improvements.
• Maintain up-to-date records of all sales and marketing activities.

Project Coordination

• Participate in planning and coordinating marketing projects and initiatives.
• Liaise with internal teams, vendors, legal counsel, and finance to ensure project compliance and successful execution.
• Maintain proper documentation for all marketing-led projects and activities.

Qualifications and Experience

Academic Qualifications

• Bachelor's degree in Marketing, Sales, Business Administration, or a related field.
• Professional certification such as the Chartered Institute of Marketing (CIM) qualification will be an added advantage.

Experience

• Minimum of four (4) years' experience in sales, marketing, or customer relationship management, preferably within a financial institution or Sacco environment.

Key Competencies

Knowledge and Skills

• Strong understanding of modern marketing and sales techniques.
• Knowledge of Sacco operations and the regulatory environment.
• Proficiency in customer relationship management (CRM) systems.
• Strong analytical, planning, presentation, and negotiation skills.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft Office applications and sales/CRM software.
• Ability to conduct market research and analyze data effectively.

Personal Attributes

• Results-oriented and target-driven.
• Self-motivated with the ability to work under minimal supervision.
• High level of integrity and professionalism.
• Creative thinker with a growth mindset.
• Strong team player with excellent collaboration skills.

Physical Requirements

• Ability to communicate fluently in English and Kiswahili.
• Good physical fitness and willingness to undertake field activities and client visits.

Key Performance Indicators

Success in this role will be measured through:

• Number of new members recruited and retained.
• Achievement of sales targets, including loans, accounts, and deposits.
• Member satisfaction and engagement levels.
• Successful execution of marketing campaigns and events.
• Accuracy and timeliness of reports and documentation.