Client Support Officer
Operations
Nairobi HQ, Kenya
The Client Support Officer ensures seamless operational support for Account Managers (AMs), existing clients, and internal teams by managing client information, tracking and updating CRM records, validating suppliers and buyers, coordinating repayment follow-ups, and supporting regulatory notifications.
This role is the operational bridge between field activity and HQ processes, ensuring accuracy, compliance, and timely execution of client-related actions.
Responsibilities
Account Manager & Field Support
● Act as the primary operational support contact for AMs on client-related matters.
● Receive, track, and action follow-ups arising from field visits.
● Update CRM notes with visit outcomes, client feedback, and required actions.
Existing Client Support
● Respond to client inquiries on repayments, balances, statements, and account status.
● Guide clients on repayment processes and escalate issues where necessary.
● Facilitate client reviews and process documentation.
Supplier & Buyer Validation
● Validate and update supplier and buyer information.
● Conduct outbound confirmation calls and accurately record outcomes.
CRM & Record Management
● Maintain accurate, complete, and up-to-date CRM records.
● Correct inconsistencies or missing data and ensure timely system updates.
Repayment Tracking & Escalation
● Track repayments and record updates in real time.
● Support escalation of repayment delays or discrepancies.
Regulatory Notices & Reporting
● Issue pre-listing and handover notices.
● Prepare weekly and monthly operational reports.
Compliance & Quality
● Adhere to internal policies and regulatory expectations.
● Maintain confidentiality, data protection, and operational accuracy.
Requirements
● 1–3 years’ experience in customer operations, client support, or coordination roles.
● Experience supporting field teams or account managers is an advantage.
● Familiarity with CRM systems, call tools, and reporting dashboards.
● Experience in fintech, financial services, or regulated environments preferred.