MEND East Africa Limited is recruiting a Customer Service Executive on behalf of a client operating in Tanzania’s microfinance sector. The position focuses on delivering excellent customer service while supporting customer acquisition, onboarding, relationship management, complaint resolution, cross-selling, and financial inclusion.
The successful candidate will serve as a key customer contact and help ensure a smooth experience across the customer journey. The role also requires strict compliance with Know Your Customer, Customer Due Diligence, anti-money laundering, customer protection, and confidentiality requirements.
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Job Details
- Position: Customer Service Executive
- Department: Customer Service
- Industry: Microfinance
- Reports to: Microfinance Operations Manager
- Location: Dar es Salaam, Tanzania
- Recruiter: MEND East Africa Limited, recruiting on behalf of a client
Job Purpose
Deliver excellent customer service while supporting business growth through customer acquisition, onboarding, relationship management, and cross-selling. The position serves as a first point of contact and supports complaint resolution, regulatory compliance, customer retention, and financial inclusion.
Key Responsibilities
- Welcome customers professionally and respond promptly to inquiries and complaints.
- Follow up on complaints and customer requests to ensure resolution.
- Support branch customer-acquisition activities, referrals, and onboarding.
- Maintain regular contact with customers and understand their financial needs.
- Recommend appropriate solutions and build customer loyalty.
- Promote loan and insurance products.
- Generate qualified leads for the Credit and Business Development teams.
- Work toward assigned sales targets.
- Facilitate customer onboarding and verify required documentation.
- Ensure compliance with Know Your Customer, Customer Due Diligence, and anti-money laundering requirements.
- Assist customers with application forms and updating their records.
- Support customer adoption of digital financial services.
- Follow Bank of Tanzania customer-protection guidelines.
- Maintain customer confidentiality and report suspicious transactions.
- Maintain customer-interaction records and monitor service indicators.
- Prepare daily, weekly, and monthly reports.
Qualifications and Experience
- Diploma or Bachelor’s Degree in Business Administration, Banking, Finance, Marketing, Customer Service, or a related field.
- Minimum of two years’ experience in customer service, relationship management, or front-office operations within a bank or microfinance institution.
- Professional certification in Customer Service or Relationship Management is an added advantage.
- Experience with customer relationship management software is an added advantage.
Core Competencies
- Customer relationship management
- Customer onboarding
- Know Your Customer and Customer Due Diligence
- Anti-money laundering compliance
- Microfinance operations
- Financial-product promotion and cross-selling
- Complaint resolution
- Digital financial services
- Customer relationship management systems
- Bank of Tanzania regulations
Why Consider This Opportunity?
- Gain experience in regulated microfinance operations.
- Support customer acquisition and financial inclusion.
- Develop customer-service and relationship-management capabilities.
- Gain exposure to financial products and digital financial services.
- Build compliance, sales, reporting, and complaint-resolution experience.
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Application Details
Submit an application letter and updated CV by email.
