Customer Experience Officer at Development Bank of Rwanda (BRD): (Deadline 31 October 2022)

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 

1. BRD staff
2. Partnerships in the education portfolio management/ Disbursement and recovery team
3. Students and beneficiaries repaying study loan
4. HLI’S management
5. External partners (MINEDUC, HEC, etc.)
6. Relevant regulators

Professional, academic qualifications and experience

1. 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.
2.  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