Stima Sacco Member Support Assistant Jobs in Kenya


Stima Sacco Member Support Assistant Jobs in Kenya ;The Member Support Assistant (MSA‑MF) provides end‑to‑end operational fulfilment of approved routine member service requests received through the Contact Centre and digital channels. The role ensures accuracy, compliance with operational procedures, and achievement of Service Level Agreements while supporting digital adoption and continuous improvement of service delivery.

Key Responsibilities

  • Process routine member requests including PIN resets, account activations, CRM and email requests, IVR escalations, and profile updates.

  • Receive and manage assigned requests through approved workflows and channels.

  • Verify member information in line with KYC procedures.

  • Update CRM records to ensure complete documentation of interactions.

  • Provide timely status updates and feedback to members.

  • Monitor requests to ensure completion within turnaround times and service standards.

  • Adhere to SOPs, operational controls, regulatory requirements, and data protection standards.

  • Maintain high processing accuracy, minimize errors, and implement corrective actions.

  • Support adoption of digital services and contribute to service delivery improvements.

  • Collaborate with Contact Centre, Branch Operations, ICT, Shared Services, and Digital Banking teams for timely resolution.

    Qualifications

  • Diploma
    in a business‑related field from a recognized institution.

  • Bachelor’s Degree an added advantage.

  • Minimum 3 years’ experience in customer service, contact centre operations, banking operations, or financial services.

  • Knowledge of KYC, data protection, SOPs, audit requirements, and confidentiality standards.

  • Working knowledge of mobile banking, internet banking, CRM systems, IVR, and digital channels.

  • Strong understanding of request processing, workflows, and service standards.

  • Excellent verbal and written communication skills.

  • Ability to adapt to change and maintain professionalism.

    How to Apply

    For more information and job application details, see; Stima Sacco Member Support Assistant Jobs in Kenya

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