• Version 1.0

• Prepared by: @Lorraine Sebata

• Approved by: @Samia Thompson

• Reviewed date: 2026-07-20

• Next review date: 2026-08-31

1. Purpose

The customer reception flow describes the customer experience, which entails the process and interactions with various staff members that they encounter from the moment of their arrival to their ultimate departure.

2. Scope

This SOP is designed as a guideline to provide essential instructions to all CECs and loan engineers who are directly involved in daily interactions with clients, ensuring customer satisfaction. This SOP ensures a seamless and organized process for clients, ensuring they receive the help they require while maintaining an effective workflow.

3. Related Policies

• Customer Reception Flow/ Customer Communication Guidelines

4. Roles and Responsibilities

Responsibilities:

Customer Experience Champion: Welcoming clients, gathering data, confirming the availability of loan engineers, and guaranteeing a smooth transition.

Loan Engineer: Aiding clients with loan processing, answering their financial questions, interacting with them socially, and carrying out surveys.

Customer Experience Champion: Onboarding via phone or iPad, survey completion confirmation, RAF program explanation, customer experience assessment, and follow-up to guarantee customer happiness.

Projected Results:

• The onboarding process is organized and effective for customers.

• Increased client involvement and satisfaction.

• Streamlined process that guarantees effective customer request processing.

• Enhanced client retention and recommendations as a result of the RAF program.

Definitions, Abbreviations & Acronyms

5. Procedures

5.1 Step 1: Greet the Customer

• 5.1.1 Extend a pleasant greeting when the customer arrives.

• 5.1.2 Ensure that the customer feels appreciated and welcomed.

5.2 Step 2: Receive Information

• 5.2.1 Ask the client for the information you need about their visit:

  Inquire whether the customer is a new or existing client. If the client is new, (recent job letter, recent payslip, NID, voters card or passport and a utility bill, and banking details). If the client is existing, (job letter and recent payslip).

• 5.2.2 Ensure that the information is accurate and enter the pertinent details into the customer registration log (Excel spreadsheet for registration). The pertinent information includes:

  • Time of arrival

  • The Customer's name

  • Requested Loan Officer

  • Purpose of Visit

  • Telephone contact

  • Email address

• 5.2.3 Address any questions the client might have regarding the procedure.

5.3 Step 3: Check for Loan Engineer Availability

• 5.3.1 Confirm availability by contacting a loan engineer.

• 5.3.2 Proceed to Step 4 if a loan engineer is available.

• 5.3.3 Proceed to Step 3A if a loan engineer is not available.

Step 3A: CEO Onboarding (If No Loan Engineer Available)

• 5.3.4 Assist the customer using an iPad or the customer's phone.

• 5.3.5 Guide the customer through the account creation process and product setup.

• 5.3.6 Give a summary of the offered services and the loan application process.

• 5.3.7 Make sure the client is aware of the procedures in the loan application process.

• 5.3.8 Return to Step 3 upon completion to check the availability of a loan engineer.

5.4 Step 4: Procedure for Loan Engineers

• 5.4.1 The loan engineer offers the required support, which includes:

  • Examining eligibility and supporting documentation to process the loan request.

  • Answering questions from clients about interest rates, payback schedules, and loan terms.

  • Directing clients to the appropriate social media platforms for support and updates.

  • Surveying customers to evaluate their satisfaction and level of service.

• 5.4.2 Ensure correct documentation and adherence to corporate guidelines.

• 5.4.3 Proceed to step 5 after all tasks are completed

5.5 Step 5: Verification of the CEC and Customer Experience

• 5.5.1 Describe the advantages and rewards of the Refer-A-Friend (RAF) program.

• 5.5.2 Evaluate client satisfaction and respond to any issues or suggestions.

• 5.5.3 Request a review from the customer to improve internet visibility and service reputation.

5.6 Step 6: Express gratitude to the client as they depart

• 5.6.1 Thank the client for their involvement and visit.

• 5.6.2 Provide any documentation or follow-up information that is required.

• 5.6.3 Respond to any last queries to guarantee client satisfaction and clarity.

5.7 Step 7: Follow-up with the CEC

• 5.7.1 Contact the client again later to inquire about their level of satisfaction.

• 5.7.2 Provide additional assistance if needed.

• 5.7.3 Obtain more input to enhance future client experiences.

6. Training

• All CECs or relevant administrative staff will receive mandatory training on this SOP and related policies annually or upon significant revisions.

7. Related resources

Customer Reception Flow (All flows)

Online Customer Service

In Person and Phone Customer flow

Agent Customer flow

RAF Tab (Refer a Friend)