Branch Customer Experience Officer- Kitale Branch

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!Employee Contract Type:Local - Fixed Term Employee (Fixed Term)Job Description:1. Purpose of the PositionThe BCEO plays a critical support role in ensuring seamless branch operations, compliance, and superior customer experience. The role bridges operational efficiency with customer satisfaction by ensuring accuracy in processing, compliance with internal controls, and timely resolution of customer queries.2. Key Responsibilities A. Customer Service & Experience (25%)Deliver timely, professional, and courteous service to all clients.Maintain the Customer Complaint Register and ensure all complaints are resolved within agreed TATs.Manage refunds, dormant accounts reconciliation, and support loan payoff and closure simulations.Ensure customer-facing areas reflect the VisionFund brand through orderliness, cleanliness, and responsiveness.B. Operational Compliance & Control (25%)Ensure strict adherence to company policies and procedures, especially in loan reschedules, manual repayments, and journal entries (JEs).Maintain and update the asset register, float reconciliation, and impounded asset register.Manage the branch license renewals, CRB/spin checks, and security documentation (titles/logbooks).Oversee the archiving, filing, and scanning of all critical documents, including chattels and insurance documents.Coordinate with audit teams to close audit issues within 30 days and prevent repeat findings.C. Business Efficiency & Turnaround Time (20%)Track and report on TAT for all customer transactions, refunds, and claims.Monitor and report...