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Role: Contact Centre Intern
Reports to: Contact Centre Team leader
Deadline: 11th September 2026
Key Responsibilities:
- Respond promptly and professionally to inbound calls, inquiries, and social media leads; qualify prospects and capture required information accurately.
- Convert qualified leads into customers by applying consultative sales techniques appropriate to logbook loans; meet or exceed monthly conversion targets.
- Re-engage former clients and dormant customers with tailored outreach to generate new loan opportunities; document engagement outcomes in the CRM.
- Manage live chats with website visitors to provide timely information, guide them through product features, terms, and eligibility for logbook loans.
- Resolve customer complaints by clarifying issues, researching solutions, and escalating unresolved cases to the appropriate channel; ensure timely resolution and customer satisfaction.
- Support internal departments (e.g., Operations, Collections, Finance) with requests such as transfers, suspense allocations, and loan administration tasks as required.
- Maintain and update customer records in the CRM accurately; ensure data integrity and compliance with privacy and policy standards.
- Build and maintain sustainable relationships by proactively delivering value, following up on commitments, and demonstrating ownership of customer experience.
- Collect customer feedback and prepare weekly/monthly reports highlighting trends, pain points, and opportunities for service or product improvements.
- Track repayments and recovery statuses for digital and logbook loans; coordinate with collections where applicable and report status to supervisors.
- Liaise with stakeholders (Operations, Risk, Compliance, IT) to resolve customer issues efficiently.
- Identify opportunities to upsell or cross-sell related products within policy guidelines (e.g., insurance or ancillary services where applicable).
- Perform additional duties as assigned by the supervisor, contributing to team goals and business growth.
Qualifications:
- Bachelor’s degree or Diploma in Business Administration or other related fields.
- A minimum of 3-6 months’ experience in a bank or Microfinance Institution is preferrable.
- Knowledge of Computer proficiency (i.e. Ms. Office)
Competencies and personal attributes
- Customer-focused mindset with a service orientation.
- Excellent verbal and written communication skills.
- Strong telemarketing and persuasion abilities with ethical selling practices.
- Ability to build rapport, trust, and long-term customer relationships.
- Pragmatic decision-making and sound judgment under pressure.
- Data management skills: accurate data entry, record-keeping, and reporting.
- Initiative, tact, maturity, and the ability to work independently or as part of a team.
- Basic numeracy and financial product literacy relevant to logbook loans.
If your career aspirations match the requirements of this exciting career opportunity, please attach your
CV and fill in the job application forms through the Apply button at the bottom of this page by 11th September 2026.
Role: Recovery Officer
Reports to: Recovery Manager
Deadline: 11th September 2026
Key Responsibilities:
- Manage delinquent loan accounts above 90 days at different Branch locations and on need basis.
- Conduct monthly analysis of all loans accounts that are over 90 days arrears and recommend corrective measures for recovery of all amount due.
- Participate in arrears committee meetings to finding solutions to delinquent loan accounts above 90 days assigned to him
- Investigate and thoroughly understand borrower’s problems, formulate strategies and solutions for recovering delinquent accounts above 90 days
- Participate during the auctioning of collaterals by accredited auctioneers of Musoni within his/her zone/area and report immediately to the Recovery Manager/Head of credit any unusual transactions or suspected fraudulent activities by auctioneers.
- Follow up repayment arrangements for loans rehabilitated and actively monitor that the default does not occur afterwards.
- Documenting and disseminating lessons to lending officers on common challenges, trends, gaps, and high-risk arrears.
- Ensure the recovery exercise fully complies with the statutory regulations and guidelines.
- Liaise and monitor the execution of the recovery exercise by the third parties involved including auctioneers, lawyers etc
- Any other credit related duties as may be assigned by Recovery Manager and/Head of credit.
Qualifications:
– Diploma or bachelor’s degree in business studies or economics.
– At least 3 years of credit experience in a Financial Institution or Microfinance
Competencies and personal attributes
- Strong analytical skills
- Quality focused & proactive individual able to effectively communicate ideas and solutions to customers and colleagues at all levels
- Highly customer focused with high level of interpersonal and negotiation skill
- Proactive, flexible, and resilient team player
- Ability to multitask & work with minimum supervision
If your career aspirations match the requirements of this exciting career opportunity, please attach your
CV and fill in the job application forms through the Apply button at the bottom of this page by 11th September 2026.
Branch Manager
In line with our growth and expansion strategy, we are looking for suitable and qualified individuals to fill the positions of Branch Manager in our various branches. Reporting to the Chief Operations Officer, the Branch Manager will be expected to:
• Provide strategic leadership in daily branch operations, ensuring the achievement of branch targets while aligning with the company’s overarching goals.
• Drive business growth through achievement of high-performance standards by effectively supervising staff and ensuring a well-maintained and healthy loan portfolio.
• Foster business growth by marketing Musoni’s products and actively recruiting new clients to expand the customer base.
• Develop and implement innovative strategies to enhance customer retention and satisfaction.
• Address customer queries and resolve service complaints efficiently to uphold high service standards.
• Analyze customer feedback and introduce new techniques to improve client retention and overall satisfaction.
• Conduct regular visits to individual and group clients to address concerns, strengthen relationships, and ensure alignment with organizational goals.
• Manage delinquency effectively to maintain high portfolio quality and minimize risk exposure.
• Oversee general administrative duties to ensure the smooth functioning of branch operations.
• Ensure full compliance with company policies and procedures in all aspects of branch operations.
• Champion operational efficiencies in line with Musoni’s cashless, paperless, and data-driven business model.
• Build and nurture strong relationships with staff, clients, and external partners to support sustained growth.
• Inspire, coach, and develop branch staff, fostering a culture of excellence and ensuring the achievement of organizational objectives.
• Promote high staff productivity and retention by creating a motivating and supportive work environment.
• Monitor and enforce system controls to uphold operational integrity and compliance.
Qualifications, skills, and experience
• The incumbent must be Holder of Bachelors’ Degree in Business Management or equivalent from a recognized university.
• Minimum of 3 years Branch Management experience in a Microfinance Institution.
• Computer literacy and proficiency.
Competencies and personal attributes
• Strong data analytical and problem-solving skills.
• High attention to detail and accuracy.
• Excellent communication and interpersonal skills.
• Ability to multitask and work under pressure with tight deadlines.
• Strong interpersonal, management and demonstrable leadership skills
• Analytical thinker who can recognize trends and opportunities
• Demonstrated ability to build cohesive teams to achieve goals through teamwork
• Customer service orientation and commercial awareness
• Utmost professional integrity
Wealth Creation Officers
We are looking for suitable and qualified individuals to fill the position of Wealth Creation Officer(s) in our various Branches. Reporting to the Branch Manager, the Officer will be expected to:
• Drive the consistent expansion of the company’s product portfolio by actively marketing to targeted groups and individual clients.
• Develop strategic plans for product growth by identifying and engaging suitable clients and market segments.
• Educate clients on new product features, benefits, and requirements to enhance adoption and utilization.
• Conduct thorough loan appraisals, including financial analysis, and provide recommendations to the branch credit committee. • Build referral networks, explore alternative channels, and cross-sell products and services to achieve business growth targets.
• Foster trust, customer loyalty, and satisfaction by going the extra mile throughout the loan application and underwriting process.
• Conduct regular visits to client business premises during loan assessments and monitoring to ensure loan quality aligns with organizational standards.
• Analyze loan markets, identify potential prospects, and develop referral partnerships to grow the loan portfolio.
• 
Assess applicants’ financial status, creditworthiness, and collateral to determine loan feasibility and ensure compliance with policies.
• Review loan agreements to confirm accuracy and alignment with organizational policies and standards.
• Address and resolve customer complaints promptly to maintain high service standards.
• Monitor loan repayment schedules and ensure timely payments by clients. • Adhere strictly to the company’s credit and lending policies and procedures in all loan-related activities.
Qualifications, skills, and experience
• Diploma in business related discipline from a recognized college.
• A business-related degree will be an added advantage
• At least one year of relevant experience in Microfinance.
Competencies and personal attributes
• Excellent interpersonal skills.
• Ability to work with numbers, conduct analysis of information.
• Ability and willingness to follow up clients personally and with a keen eye on both financial data.
• Ability to make sound judgment and quick right decisions.
• Ability to build trust, value others, communicate effectively and drive execution.
• Self-motivated and proven ability to motivate others.
• Customer
satisfaction orientation and sales competencies.
Agents
Job Description
Key Responsibilities:
• Daily follow up on and collection of due/ overdue repayments from the attached list of
accounts
• Provide updates of follow ups in Musoni’s recovery system, and weekly reports of collection
activities to the supervising BM, copied to the Credit Manager
• Deliver/assist with the delivery of notices/ summonses to defaulting borrowers
• Upon confirming that all notices have been duly served to any non-performing accounts,
recommend such accounts to be outsourced either to auctioneers or for legal debt recovery
• Submit a monthly report to the Credit Manager on the accounts collected, in order to be paid
a fee of 10% (inclusive of tax) of total collections made every month. Payments for collections
made with the assistance of external auctioneers will be discounted by 5%.
• Achieve recovery targets set at 30% of the total portfolio assigned to the agent(s).
Qualifications:
A minimum of 1 year experience in the Financial Services Industry.
Knowledge and Skills:
-Strong communication and interpersonal skills.
-Must have excellent problem-solving skills.
-Must be fluent (both written and spoken) in the local and English language.
-Ability to communicate clearly, professionally and effectively with team members and
customers; collaborative, influential and service minded personality.
-Must be very organized to handle multiple projects simultaneously.
-Ability to work under pressure and highly self-motivated.
-Demonstrate a high level of ethical commitment and trustworthiness