Client Relations Officer

WE ARE HIRING!!!!
JOIN OUR TEAM
We’re looking for a motivated, customer-focused, and results-driven Client Relations Officer to join our Asset Finance Department.
If you’re passionate about building strong client relationships, delivering exceptional service, and driving business growth, we’d love to hear from you!
Position Summary
JOB TITTLE; CLIENT RELATIONS OFFICER
DEPARTMENT; ASSET FINANCE
REPORTS TO; BRANCH MANAGER
DUTY STATION; KAMULI SATELLITE under (JINJA BRANCH)
Role Summary;
The Client Relations Officer is responsible for end-to-end customer engagement and asset finance onboarding. The role covers sales generation, client onboarding, customer service, and post-sale support in line with Watu Uganda’s mission to empower
Key Duties and Responsibilities;
1Lead Generation and Outreach: Generate leads through walk-ins, referrals, and proactive outreach. Support customer outreach campaigns (e.g., Lead follow up, Ownership transfers (logbooks), satisfaction surveys)2Product Presentation and Client Assessment: Present asset finance products (boda, simu, and any other Watu products) to prospective clients. Conduct pre-assessment of clients’ financial standing to recommend suitable products.3Customer KYC and Documentation Verification: Conduct thorough KYC, ensuring the authenticity of documents and accurate system uploads. Verify guarantors, referees, and next of kin details, confirming their awareness and consent.4Loan Agreement Explanation and Compliance: Explain loan agreements in detail—covering terms,
repayment schedules, obligations, and consequences of breach. Ensure all onboarding comply with
company policies, contractual terms, and regulatory requirements.5Customer Support and After-Sales Service: Provide face-to-face and phone-based assistance for all product-related inquiries. Educate customers on product usage, payment methods, and value-added
services. Assist customers with after-sales services, including escalating repairs and managing returns.6Problem Resolution: Resolve product or service issues by clarifying the customer's complaint,
determining the cause of the problem, and selecting the best solution to meet the customer’s needs.
Troubleshoot queries related to all Watu products and escalate unresolved issues related to theft,
Replacements, insurance, GPS, and product servicing to the right channels, ensuring timely follow-up.
In addition, Support customers Watu app customers with basic app issues (e.g. updates, login failures, PIN Resets, change of primary phone number, installation etc.)7Database Management and Record-Keeping: Maintain an up-to-date database with accurate information on all customer interactions and service delivery queries/complaints. Maintain accurate records of all customer interactions, loan processing, and asset management activities.8Feedback and Continuous Improvement: Participate in training sessions and learning opportunities to expand knowledge of the company, products, and customer service best practices. Provide constructive feedback on the efficiency and effectiveness of customer service processes.9Reporting and Performance Tracking: Submit periodic performance and activity reports to supervisors.
Facilitate loan closures through asset sales and settlements.10Watu App Advocacy and onboarding Integration: For all Boda/EV disbursements, ensure that customers download and sign up to the Watu App.11Any other duties as maybe assigned by Management.
KPI
KPI Area
What It Entails
Weight
TargetError Rate – SIMU &
On boarding
The errors made during client onboarding and SIMU after-sales20%
Portfolio Quality checkOnboarding score – With KYC checks done during client onboarding, and CSAT from both walk ins and client onboarding. Wrap up compliance from the client walk-ins40