Kinetic Investment Ventures Limited Customer Service Officer Jobs in Kenya
Kinetic Investment Ventures Limited Customer Service Officer Jobs in Kenya;
Key Responsibilities
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.
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.
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 timely project delivery.
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 professional and empathetic communication at all times.
Maintain effective communication with service providers and field labourers/fundis.
Account & Loan Servicing
Provide post‑disbursement support including repayment guidance.
Send reminders on repayment schedules and obligations.
File statutory returns and tax returns for the company.
Monitor customer satisfaction throughout the loan lifecycle.
Documentation & Compliance
Ensure all customer interactions and documents are properly recorded in the system.
Maintain compliance with regulatory requirements and internal policies.
Support KYC and AML procedures.
Uphold confidentiality and data protection standards.
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.
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.
Qualifications & Experience
Bachelor’s degree in Business, Finance, Banking, Real Estate, or related field.
Minimum 2–4 years’ experience in customer service within financial services, lending, or real estate.
Experience in loan processing or credit support is an added advantage.
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.
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.
Career Growth Path
Senior Customer Service Officer.
Relationship Manager (Construction Finance).
Credit Operations Officer.
Customer Experience Manager.
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.
How to apply
For more information and job application details, see; Kinetic Investment Ventures Limited Customer Service Officer Jobs in Kenya
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