Client Relationship Officer (CRO)

Inkomoko is a mission-driven organization that provides capital and services to businesses, contributing to economic growth. They offer a range of services, including financial products and business support.

You will communicate with our customers in a professional and courteous manner, as well as resolve customer issues and complaints. The CRO will manage a portfolio of clients and ensure their needs are met in a timely and efficient manner. This includes responding to client inquiries, resolving issues, escalation and doing follow ups.

1. Engage all of our clients on a regular basis, conduct interviews in order to identify, address any client concerns or issues and ensure customer satisfaction
2. Develop presentations for new clients to help them understand how the Inkomoko capital can help them.
3. Update clients and customers on their portfolio activity and success
4. Develop and implement marketing strategies to grow the customer base
5. Build a strong customer relationship management strategy to ensure customer satisfaction
6. Manage and triage customer support ‘incidents’ and escalations
7. Maintain a perfect understanding of Inkomoko service offering to provide accurate presentations.
8. Monitor and analyze results and Implementing changes accordingly
9. Lead on-site customer meetings and training
10. Use of Customer Support tools, procedures, processes, and metrics
11. Represent Inkomoko in the local business community and at conferences or other events
12. Work collaboratively with other members of the investment team to ensure that clients receive the best possible service and investment advice.
13. Maintain and organize client investment files

1. Minimum of a Bachelor’s Degree in a related field
2. A minimum of 4 years of experience in a client-facing role in financial institutions in Kenya
3. Excellent communication skills, both verbal and written in English & Swahili. Local language is an added advantage.
4. Understanding of micro-businesses, loans and savings products will be an addition.
5. Must have excellent customer service skills to provide the best possible support and service to clients.
6. Excellent computer skills, especially with MS Excel and Word
7. Strong interpersonal skills.
8. Strong presentation and organizational skills
9. Ability to work well in a team environment and in a fast-paced environment
10. Critical-thinker and problem-solver
11. Shows perseverance, personal integrity, and critical thinking skills
12. Manages Diverse Relationships – Relates well to a wide variety of personalities, values differences, and communicates effectively across diverse communication styles, cultures, and backgrounds.
13. Takes initiatives to Deliver – Thinks several months in advance, prioritizes objectives, implements reliably, and quickly identifies what will help or hinder goal accomplishment.
14. Fluent in Technology – Uses technology effectively to work efficiently and achieve desired outcomes.