Client Relations Officer
Pallisa - Mbale Main Branch, Eastern Uganda, Uganda
Full Time
Experienced
WE ARE HIRING!!!!JOIN OUR TEAM
Watu Credit Uganda Ltd is seeking a proactive, customer-focused, and integrity-driven person to fill the position of Client Relations Officer to onboard our esteemed clients, drive sales, and ensure a smooth customer experience while building strong client relationships.
POSITION SUMMARY
JOB TITTLE; CLIENT RELATIONS OFFICER
DEPARTMENT; ASSET FINANCE
REPORTS TO; BRANCH MANAGER
DUTY STATION; PALLISA UNDER MBALE MAIN BRANCH
Role Summary;
The Client Relations Officer manages customer engagement, sales generation, asset finance on boarding, and post-sale support. The role involves handling customer inquiries, conducting KYC, resolving service issues, and ensuring a smooth on boarding process in compliance with Watu Uganda’s policies.
Key Duties and Responsibilities;
- Lead 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).
- Product 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.
- Customer 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.
- Loan Agreement Explanation and Compliance: Explain loan agreements in detail—covering terms, repayment schedules, obligations, and consequences of breach. Ensure all onboardings comply with company policies, contractual terms, and regulatory requirements.
- Customer 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 etc.
- Problem 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 appcustomers with basic app issues (e.g. updates, login failures, PIN resets, change of primary phone number, installation etc.)
- Database 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.
- Feedback 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.
- Reporting and Performance Tracking: Submit periodic performance and activity reports to supervisors. Facilitate loan closures through asset sales and settlements.
- Watu App Advocacy and onboarding Integration: For all Boda/EV disbursements, ensure that customers download and sign up to the Watu App.
- Perform any other duties as may be assigned, demonstrating flexibility and commitment to the team.
Education: Diploma in Business Administration, Sales, Marketing, Customer Service, or a related field. A Bachelor’s degree is an added advantage.
Experience: 2–3 years’ experience in asset finance, sales, customer service, or a related field-based role.
Communication Skills: Excellent verbal and interpersonal skills, with fluency in relevant local languages such as Lugwere, Lusoga, Ateso, Lugisu, or Swahili.
Sales & Networking: Strong sales, customer engagement, networking, and relationship-building skills.
Computer Skills: Proficiency in MS Office, particularly Word and Excel.
Behavioural Competencies: High integrity, accountability, customer empathy, problem-solving skills, and the ability to multitask and work under pressure.
How to apply;
All suitably qualified and interested candidates should send their updated CVs to this link
https://watu.applytojob.com/apply/NVOZY9ArSY/Client-Relations-Officer
Deadline for Submission; Thursday 23rd October 2026.
Note: Only shortlisted candidates will be contacted and any efforts to influence the recruitment process will lead to automatic disqualification
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