Customer Service Charter - Magadi Sacco Society Ltd

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Magadi SACCO SERVICE CHARTER

About Us!

Magadi Savings and Credit Cooperative Society Limited has opened its common bond offering a wide range of products in loans and savings, dedicated to the provision of high level of service. The Society is registered under the Co-operative Societies Act (Registration No.2664) and the Sacco Societies Regulatory Authority (SASRA) as a Deposit Taking Sacco (DTS).


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Governance

● The Annual General Meeting held once a year is the supreme organ charged with responsibility of making all major decisions of the Society.
● The Board of Directors play a very strategic role and are responsible for the general oversight of the SACCO and ensuring that there is good governance and leadership.
● The Chief Executive Officer is responsible for the day to day administration of the Sacco resources and execution of all decisions of the Board of Directors.


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In providing our services, we value:
● Diligence
● Efficiency
● Respect
● Integrity
● Innovation
● Co-operation
● Care

 



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Our Commitment to you:
● To offer excellent service with honesty, transparency, responsiveness, trust & fairness
● To uphold professionalism and integrity at all times
● To listen in order to understand and respond to your needs.
● To monitor and evaluate customer satisfaction levels.

 



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Help us serve you better by:
● Providing accurate and complete information
● Exercising honesty and integrity when transacting with us
● Making suggestions to the Society on improving products and services

 

NO SERVICE REQUIREMENTS DURATION EXPECTED TO TAKE
1.       Attend to general enquiries Call, Email, physical visit, social platform Respond within 24hours
2.       New Member registration Duly filled application forms with all necessary documents attached (e.g ID copy, KRA PIN & Photo) Within 2hrs  

 

3.       M-Cash registrations Duly filled M-cash application form with all necessary documents attached (e.g ID copy, KRA PIN & Photo) Activations done on Tuesdays and Thursdays.
4.       M-Cash PIN resets Self-service, Phone call or written request 5 minutes
5.       Portal password requests Self-service, Phone call or written request 5 minutes
6.       Pay bill transactions inquiries Self-service, Phone call or written request 5 minutes
7.       Customer Refunds Attached relevant evidentiary documents Within 2hrs
8.       Jienjoy Advance Duly filled loan application forms Within 1hr
9.       Asset Finance Advance Duly filled loan application forms Within 48hrs
10.     FOSA Advances Duly filled loan application forms  

Attached relevant evidentiary documents

Within 48hrs
11.     Normal BOSA loans Duly filled loan application forms  

Attached relevant evidentiary documents

Within 24hrs
12.     Emergency BOSA loan Duly filled loan application forms  

Attached relevant evidentiary documents

Within 24hrs
13.     BOSA membership withdrawal Written withdrawal notice  

Duly filled exit form

Duly executed guarantor substitution form

60 days from submission date  

 

14.     Bankers Cheque purchase Duly filled form 5 minutes
15.     Cheque processing Original cheque 2 working days
16.     RTGS & External EFT Duly filled form 24 Hours
17.     Internal Funds Transfer Duly filled form 5 minutes
18.     ATM application Duly filled form  

Copy of ID

14 working days
19.     Salary Processing Duly approved payroll (soft copy and hard copy) 1 hour
25. TCML Clearance / exit Form Dully filled form 2hrs