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; 
 

1	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)
2	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.
3	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.
4	Loan 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.
5	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.
6	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 app customers with basic app issues (e.g. updates, login failures, PIN Resets, change of primary phone number, installation etc.)
7	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.
8	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.
9	Reporting and Performance Tracking: Submit periodic performance and activity reports to supervisors. Facilitate loan closures through asset sales and settlements.
10	Watu App Advocacy and onboarding Integration: For all Boda/EV disbursements, ensure that customers download and sign up to the Watu App.
11	Any other duties as maybe assigned by Management.

 

KPI
KPI Area	What it entails	Weight	Target
Error Rate – SIMU & On boarding	The errors made during client onboarding and SIMU after-sales	20%	10%
Portfolio Quality check	Onboarding score – With KYC checks done during client onboarding, and CSAT from both walk ins and client onboarding. Wrap up compliance from the client walk-ins	40%	90%
Post on boarding Repayments	28 day score of loans issued the previous month	15%	80%
%age contribution	%age of clients handled divided by officers at the branch	10%	TBD per branch
Up selling	Upselling clients to join Shule	15%	North - 35%, West - 35%, Central - 25%, East - 30%

MINIMUM JOB REQUIREME
•    Must have been a Watu employee for at least 1 year.
•    Must have a clean disciplinary record with no active warning letters.
•    Must have a strong performance record, including QA performance.
•    Reliable, punctual, professional, and highly customer-focused.
•    Strong oral and written communication and interpersonal skills.
•    Strong analytical, problem-solving, negotiation, and persuasion skills.
•    Ability to multitask, work independently, collaborate effectively, and meet targets.
•    Good understanding of sales, customer relations, and asset/financial services.
•    Proficient in computer applications, data entry, and data analysis.
•    Fluent in Lusoga and Luganda; Swahili proficiency is an added advantage or other local languages
•    High level of integrity, confidentiality, and professionalism.
•    Attention to detail and a commitment to accuracy

Mode of Application;
All suitably qualified and interested candidates should send their updated CVs via the link below;  
https://watu.applytojob.com/apply/lWl0MdEufq/Client-Relations-Officer

Deadline for Submission; Thursday 27^th August 2026 at 5:00 PM only shortlisted candidates will be contacted and any efforts to influence the recruitment process will lead to automatic disqualification.