# Customer Service Officer Job Kinetic Investment, Nairobi, Kenya Canonical URL: https://primejobalerts.com/jobs/customer-service-officer-job-kinetic-investment-nairobi-kenya Company: Kinetic Investment, Nairobi, Kenya Category: Banking & Financial Services Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-08-10 Expires: 2026-09-24 ## Job Description Role Purpose - The Customer Service Officer (CSO) is responsible for delivering exceptional client experience across the lifecycle of construction financing products. - The role ensures efficient handling of client inquiries, loan application support, disbursement coordination, and post-loan servicing while maintaining high standards of professionalism, compliance, and responsiveness in delivering world-class commercial and residential buildings. - The CSO acts as the primary interface between clients (developers, SMEs, contractors) and internal teams, including credit, architects, engineers, QS’s, and legal. ### 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 that projects are delivered on a timely basis 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 a professional and empathetic approach at all times - Maintain effective communication with all service providers and field labourers / fundis Account & Loan Servicing - Provide post-disbursement support including repayment guidance - Send reminders on repayment schedules and obligations - Making statutory returns for the company, tax returns etc - 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 (Know Your Customer) and AML procedures - Ensure confidentiality and data protection standards are upheld 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 in financial services / lending / 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 To apply for this position, please send your CV and cover letter to careers@kineticinvestment.co.ke ## Requirements Apply by email: careers@kineticinvestment.co.ke ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.