Director of Customer Service

Company Description Mbatu Cooperative Credit Union Ltd (MBACCUL) is a Category 1 financial cooperative credit union owned and governed by its members. Established in 1968 and re-registered in 2001 as a microfinance institution affiliated with REÇU-CAM, MBACCUL focuses on accessible and secure financial services. The credit union receives and protects members’ savings, offers loans at competitive interest rates, and supports members’ investments and other financial needs. With a mission to help reduce poverty by serving both high- and low-income members, MBACCUL operates seven branches across Cameroon and is expanding its network to better serve its growing membership.

Role Description The Director of Customer Service is a full-time, remote role responsible for leading customer service strategy and operations across all branches and digital channels. This role oversees the design and implementation of customer service policies, processes, and performance standards to ensure a consistently high-quality member experience. Daily activities include managing and coaching customer service teams, monitoring service metrics, resolving escalated member issues, and collaborating with other departments to improve service delivery. The Director will analyze feedback and service data to drive continuous improvement, develop training programs, and support the integration of customer-centric practices into MBACCUL’s products and services. This position also plays a key role in aligning customer service initiatives with the cooperative’s mission of financial inclusion and poverty reduction.

Qualifications

• Proven expertise in Customer Service Management and Customer Service, with a strong focus on establishing effective service processes and standards.
• Demonstrated ability to enhance Customer Experience and Customer Satisfaction through data-driven improvements and member-focused initiatives.
• Strong Team Management skills, including experience leading, mentoring, and developing diverse, distributed customer service teams.
• Experience in financial services, microfinance, or cooperative banking, with an understanding of member-focused operations and regulatory considerations.
• Excellent communication, conflict resolution, and problem-solving skills, with the ability to manage complex escalations and build trust with members.
• Comfort with remote work environments, including proficiency in digital collaboration tools and customer service platforms.
• Bachelor’s degree in Business, Management, Finance, Communications, or a related field; advanced degrees or professional certifications in customer service or contact center management are an advantage.
• Ability to work cross-functionally with operations, product, and technology teams to improve processes and implement service initiatives.