Summary
Date Posted: Thursday, October 20, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Experience Officer
Vacancy Announcement
The Development Bank of Rwanda is Rwanda’s only National Development Bank mandated to support Rwanda’s development goals. Over the last years, the bank has undergone substantial re-organization aimed at positioning it as an “innovative and sustainable provider of development finance for socio-economic impact”.
To achieve this vision, the bank’s new strategic plan (2018-2024) has outlined 3 key strategic themes.
• Operational Excellence: Continuous improvement of our credit and risk management system, financial performance, and customer services.
• Strategic Partnerships: Forming strategic partnerships to deliver our mandate is a key component of our core activities.
• Dynamic Culture: Continuously improving our pool of knowledge to have the most competent and skilled employees.
To help accomplish this ambitious and exciting vision, the Development Bank of Rwanda (BRD) would like to recruit a suitable qualified candidate to fill the position of Customer Experience Officer.
BRD is committed to respecting gender equality and disability norms. We promote gender-responsive practices. Qualified candidates particularly females and persons living with disabilities are encouraged to apply.

Customer Experience Officer
Background Information
Job Title: Customer Experience Officer

Current Grade: JG6
Department: Education Portfolio Management
Reports to: Manager, Disbursement
Direct Reports: N/A Indirect Reports: N/A
Contract Terms – Open-ended

Purpose of the Job
The purpose of the position is to ensure that a first-class customer experience is delivered to all stakeholders. They will continually develop and improve the experience for customers, ultimately delivering professional and high-quality customer service that meets the expectations of all study loan beneficiaries with a focus on quality information, advice, and guidance.

Main Responsibilities of the Job
• The customer experience officer is responsible for developing a customer experience strategy for the education department, ensuring the delivery of high-quality and timely service to all study loan beneficiaries
• To be the first point of contact for all study loan beneficiaries into the Development Bank of Rwanda (BRD),
• To support students during the study loan contract signing process.
• To respond appropriately to requests, messages, and inquiries from all study loan beneficiaries within the timeframe provided in the BRD Service Charter.
• To operate the call center service in order to provide an efficient service to callers, directing queries to the relevant units and institutions.
• To be the initial point of contact for taking details of complaints and forwarding details to the unit concerned for review.
• To provide accurate high-quality information to study loan beneficiaries in person, by phone, and electronically.
• Support students on issues related to system (MINUZA) usability and ensure that all students’ issues are addressed in the system on a timely basis
• To ensure that there is fully utilization of BRD systems for both customer experience officers and stakeholders
• To ensure that reports regarding loan beneficiaries’ claims are supported to management on timely basis
• To give feedback to IT on the areas of improvement on MINUZA system for better service delivery.

Performance indicators
• Providing high-quality service to study loan beneficiaries as per set timelines in BRD Service Charter.
• Availability of clean student data that supports the recovery process
• Timely submission of quality customer experience reports to all stakeholders, both internal and external
• Fully utilization of the system (MINUZA) to manage and service provision to all study loan beneficiaries.
• Achievement of high level of customer satisfaction on service delivery to loan beneficiaries and other stakeholders
• Working relationships
• BRD staff
• Partnerships in the education portfolio management/ Disbursement and recovery team
• Students and beneficiaries repaying study loan
• HLI’S management
• External partners (MINEDUC, HEC, etc.)
• Relevant regulators Professional, academic qualifications and experience
• Bachelor’s degree in communication, marketing, public relations or other relevant fields with at least 3 years of experience as supervisor in the call center.
• Sound knowledge of banking, or funds management are added advantages

Core competencies
• Knowledge of Education portfolio policies and procedures
• Knowledge and understanding of customers’ queries handling processes and procedures
• Positive attitude, results-oriented with the ability to work under high pressure to delivery
• Good communication and interpersonal and report writing skills
• Stakeholders’ relationship management
• Possessing data manipulation and analytical skills since the job requires dealing with various data with deeper analysis
• Good customer service, since the job is primarily a customer-facing role
• Ability to work with a team, and adaptable to any working environment
• Ability and willingness to work beyond normal working hours in order to serve study loan beneficiaries better
• Be flexible to carry out any other reasonable task as requested by the management

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
Interested candidate should apply online (https://www.brd.rw/careers/ ) and upload application documents including Curriculum Vitae, copies of degree certificates and professional certificates, motivation letter, names of three previous supervisors (as one document) as well as their emails and telephone.
Only online applications shall be considered.
Email only for inquiries (not application): recruitment@brd.rw 
Address all applications to the Head, Human Capital and Corporate Services of the Development Bank of Rwanda.
Deadline for application: 31st October 2022
The employment package is highly competitive/attractive.
Due to expected high volume of applications, ONLY shortlisted applicants will be contacted.
Done in Kigali, 17th October 2022

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