JOB ADVERT – CUSTOMER CARE OFFICER (5 POSITIONS)

Date: 25th May 2026

Icyerekezo SACCO Nyarugenge (ISN) is a District Savings and Credit Cooperative (D-SACCO) established following the consolidation of ten (10) Umurenge SACCOs operating within Nyarugenge District in accordance with the Government of Rwanda SACCO Consolidation Framework. ISN is duly registered under RCA Certificate No. RGDG012866 and licensed by the National Bank of Rwanda (BNR).

In accordance with Law N° 072/2021 of 05/11/2021 governing Deposit-Taking Microfinance Institutions, ISN is authorized to carry out microfinance activities in the Republic of Rwanda.

To strengthen customer service delivery and institutional performance, ISN wishes to recruit internally and externally Five (5) competent, committed, professional, and self-motivated Customer Care Officers to join the institution.

Reporting Line

The Customer Care Officer shall work under the supervision and guidance of the Branch Operation Officer, with a reporting line to the Branch Business Manager.

Key Duties and Responsibilities

Under the supervision and guidance of the Branch Operation Officer, the Customer Care Officer shall perform the following duties and responsibilities:

• Work diligently on assigned tasks and deliver results within the required timelines; 
• Comply with instructions issued by the employer or authorized representatives; 
• Ensure proper custody and management of equipment assigned for work purposes; 
• Respect working days, working hours, and professional conduct standards; 
• Maintain confidentiality of institutional and customer information; 
• Provide required identification and administrative documents before commencement of employment; 
• Adhere to the principles and code of conduct governing the business activities of the Cooperative; 
• Welcome members and customers and guide them to the appropriate service points or responsible staff; 
• Prepare quarterly Deposit Guarantee Fund (DGF) reports in accordance with applicable regulations; 
• Support the branch in achieving business and operational targets; 
• Handle customer complaints professionally and ensure courteous and timely resolution; 
• File and maintain SACCO documents, including customer and membership records; 
• Initiate and update customer information and documentation, including electronic customer files, membership applications, authorizations, and customer notes; 
• Provide efficient, professional, and customer-focused services; 
• Follow up on customer complaints referred to other responsible departments or authorities; 
• Assist in resolving daily customer issues in accordance with established customer service policies and procedures; 
• Maintain adequate knowledge of all products and services offered by the Cooperative and provide relevant information to members and customers; 
• Receive and assist customers requiring deposit and withdrawal services while ensuring proper handling and security of related documents; 
• Ensure that information recorded in members’ passbooks matches the electronic banking system; 
• Collect and report unresolved customer complaints and follow-up requests to the relevant authority; 
• Support the implementation of customer care policies, procedures, and consumer protection guidelines; 
• Participate in customer satisfaction surveys in accordance with applicable regulations; 
• Open new members and customer accounts and ensure that all required documents are submitted to the relevant department for approval; 
• Maintain good relationships with members and customers while identifying emerging customer needs and expectations; 
• Issue bank statements to customers upon payment of applicable fees; 
• Advise members and customers on savings culture and investment opportunities; 
• Be willing and ready to assume teller responsibilities in case of staffing shortages or emergencies, as both functions are closely related; 
• Perform any other duties assigned by the supervisor or competent authority in accordance with applicable laws and regulations. 

Minimum Qualifications and Requirements

Applicants must meet the following requirements:

• Minimum qualification of Advanced Level Certificate (A2) in accounting; 
• A Bachelor’s Degree in Accounting, Finance, Business Administration, Cooperative Management, or related field is an added advantage; 
• Candidates with First Class or Second-Class Upper Division qualifications will have an added advantage; 
• Holding Level, I or Level II Certified Microfinance Professional (CMP) certification issued by RICEM is an asset; 
• Minimum of two (2) years of experience in customer care services is preferred; 
• Strong customer service orientation and attention to detail; 
• Good communication and interpersonal skills; 
• Excellent multitasking abilities and ability to work under pressure; 
• Good negotiation and problem-solving skills; 
• Ability to maintain patience, professionalism, and a positive attitude while assisting customers; 
• Willingness to learn and develop new skills; 
• Previous experience in branch operations or customer-facing financial services is an added advantage. 

Required Application Documents

Applicants are required to submit the following documents:

1. Motivation letter addressed to the Chairperson of the Board of Directors; 
2. Updated Curriculum Vitae (CV) with at least three (3) professional referees and their contact details; 
3. Copies of certified academic degrees and certificates; 
4. Copy of National ID; 
5. Certificates of service or proof of previous employment confirming relevant experience, if any; 
6. Professional certificates such as CMP or RICEM certifications, if any; 
7. Any other supporting documents demonstrating relevant competencies and experience. 

Submission Guidelines

• Applications must be submitted in soft copy as one single PDF document to: icyerekezo@icyerekezo.dsacco.rw
• The subject of the email must clearly indicate:
• “Application for Customer Care Officer Position”
• Deadline for submission: 8th June 2026 at 4:00 PM
• Late applications will not be accepted; 
• Only shortlisted candidates will be contacted for the next stage of the recruitment process; 
• Multiple applications for the same position are prohibited and may lead to disqualification. 

Additional Information

• ISN promotes equal opportunity. Qualified female candidates, male candidates, and persons with disabilities are encouraged to apply; 
• No fees or any form of payment shall be required at any stage of the recruitment process; 
• Benefits and remuneration are competitive and aligned with those offered by other D-SACCOs. 

Best regards,

Cyprien Byaruhanga
Managing Director
Icyerekezo SACCO Nyarugenge