Latest Recruitment at Co-operative Bank of Kenya

Job Purpose

Reporting to the Marketing Officer, the role supports the development and implementation of digital marketing activities that enhance the Sacco’s online visibility, engagement and reputation through creative digital campaigns, relevant content and data-driven communication initiatives.

The role combines digital marketing execution with customer experience responsibilities, including managing digital channels, supporting campaigns, monitoring engagement, responding to customer enquiries and maintaining accurate records of customer interactions.

Performance Expectations

The successful candidate will be expected to deliver measurable outcomes, including:

• Increased visibility and engagement across the organisation’s digital platforms.
• Timely development and publication of relevant, high-quality digital content.
• Effective execution and monitoring of digital marketing campaigns.
• Accurate tracking and reporting of digital engagement and campaign performance.
• Timely and professional handling of customer enquiries and complaints.
• Effective follow-up, escalation and closure of customer issues and feedback.
• Accurate maintenance of customer interaction and digital marketing records.
• Consistent adherence to communication, branding and confidentiality requirements.

Key Responsibilities

• Support the development and execution of digital marketing campaigns across social media, Sacco website, email and other relevant platforms.
• Manage the organisation’s social media presence and monitor audience engagement and digital performance.
• Design, prepare and publish digital content aligned with corporate messaging and branding guidelines.
• Track campaign performance and support reporting on relevant digital marketing metrics and campaign return on investment.
• Maintain and update website content to ensure that information remains current, relevant and functional.
• Support events, public relations, awareness campaigns, feedback surveys and member education activities through digital channels.
• Receive, log and respond to customer enquiries and complaints through telephone, email and other platforms.
• Maintain accurate records of customer interactions and follow up outstanding matters to support timely resolution.
• Escalate complex customer issues to the appropriate departments and track them through to closure.
• Provide accurate information on products and services while maintaining customer service and confidentiality standards.

Minimum Qualifications and Experience

• A Diploma in Communications, a business-related field, or an equivalent qualification.
• At least one (1) year of relevant experience in digital marketing, communications, customer experience or a related field.
• Practical experience or demonstrated capability in digital marketing tools, including Google Analytics, Meta Ads and SEO.
• Experience in digital content creation, writing and visual communication.
• Familiarity with website content management systems such as WordPress, Drupal or similar platforms.
• Experience supporting customer engagement through digital and other communication channels.

Key Competencies

• Strong communication and interpersonal skills.
• Digital marketing and content creation capability.
• Analytical ability and confidence in interpreting digital engagement data.
• Customer service and relationship management skills.
• Good report-writing and record-management skills.
• Creativity, adaptability and effective time management.

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Job Purpose

Reporting to the Credit Officer, the role supports the evaluation, processing, and monitoring of member loans in accordance with SACCO policies and procedures, while supporting effective loan recovery, accurate credit administration, timely disbursement, and the maintenance of a healthy loan portfolio.

Performance Expectations

The successful candidate will be expected to deliver measurable outcomes, including:

• Effective monitoring and timely follow-up of the loan portfolio and defaulted accounts.
• Improved recovery of outstanding member obligations and adherence to agreed repayment arrangements.
• Accurate and timely preparation of debtor records, aging analysis and credit reports.
• Timely processing of loans in accordance with the SACCO’s service standards and policies.
• Effective administration of check-off arrangements, including follow-up with employers.
• Accurate and compliant CRB listing and delisting processes.
• Effective coordination with external debt collectors, service providers and other recovery partners.
• Timely identification of debt trends and recommendation of appropriate preventive and recovery measures.
• Compliance with applicable financial regulations and the SACCO’s credit policies and procedures.

Key Responsibilities

• Monitor the loan portfolio and follow up defaulted loans through appropriate recovery channels.
• Follow up outstanding payments through calls, emails and formal correspondence and negotiate appropriate repayment arrangements.
• Prepare and maintain accurate debtor records, aging analysis and recovery information.
• Prepare and submit credit and recovery reports to the Credit Officer and provide relevant debt status information for audit and financial reporting.
• Prepare and submit check-off data to employers and follow up to ensure deductions are effected.
• Process loans in accordance with established policies, procedures and the SACCO’s Service Charter.
• Facilitate appraisal and processing of collateral-based loans in accordance with established requirements.
• Facilitate CRB listing and delisting in accordance with organisational policies.
• Recommend appropriate legal recovery action for long-overdue accounts and liaise with external debt collectors and other service providers.
• Reconcile member or client accounts, investigate and resolve payment discrepancies.
• Advise Management on emerging debt trends and recommend measures to strengthen recovery and prevent deterioration of the loan portfolio.
• Support audit processes and ensure adherence to applicable financial regulations and organisational policies.

Minimum Qualifications and Experience

• A Bachelor’s degree in Business or a related field from a recognised institution.
• CPA II or an equivalent qualification.
• At least three (3) years’ relevant experience in credit, loan administration, debt recovery or a related function.
• Demonstrated practical experience in loan portfolio monitoring and recovery of outstanding obligations.
• Experience in debtor records management, aging analysis, account reconciliation and credit reporting.
• Experience working with employers on check-off arrangements and/or with external debt recovery service providers will be an advantage.
• Sound understanding of credit policies, recovery processes and applicable financial and regulatory requirements.

Key Competencies

• Strong analytical and problem-solving ability.
• Good understanding of credit administration and debt recovery.
• Strong negotiation and communication skills.
• Decisiveness and ability to follow through on recovery actions.
• Strong interpersonal skills when dealing with members, employers and service providers.
• Proficiency in Microsoft Office and ability to work effectively with credit and financial information.
• High standards of integrity and confidentiality, particularly when handling sensitive member and debtor information.