Customer Relations and Administration Officer

• Support branch growth by contributing towards allocated monthly disbursement and customer acquisition targets
• Participate in lead generation, customer conversion, and branch sales and marketing initiatives
• Welcome and attend to walk-in applicants, customers and visitors, creating a positive first impression
• Provide professional guidance on Tugende products, services, payment plans, balances, insurance, statements and logbook processes
• Receive, document and follow up on customer requests, complaints, PSV applications and service inquiries
• Maintain accurate records and trackers for branch operational funds with weekly accountability and reconciliation
• Manage printing, filing and storage of customer agreements, tenancy agreements and branch documentation
• Conduct customer onboarding and training on products, payment procedures, the No Cash Policy, insurance and customer responsibilities
• Register new customers and ensure accurate KYC documentation capture in the Staff App or CRM
• Support customers post-acquisition with qualification requirements, asset readiness, disbursement and logbook processes
• Conduct customer verification calls and follow up with insurance providers on customer claims
• Support the Branch Executive with administrative activities and supervise the Office Assistant

Qualifications & Experience:

• Diploma or Bachelor’s degree in Business Administration, Marketing, Customer Service, Office Administration, or a related field
• Minimum 2 years’ experience in customer service, administration, sales, relationship management, or a similar role
• Experience in financial services, fintech, microfinance or asset finance is an added advantage

Skills & Competencies:

• Strong customer service, communication, administrative and record-keeping skills
• Proficiency in Microsoft Office and digital/CRM systems
• Demonstrated ability to support customer acquisition, retention and branch growth
• Embraces Tugende’s core values of Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing