Customer Service Officer Trainee - BRAC Ghana Savings & Loans

BRAC Ghana Savings and Loans Ltd (BGSL), is a socially responsible for-profit organization, engaging people, especially women in sustainable economic and income generating activities Ghana. Our mission is to provide a range of financial services responsibly to people at the bottom of the pyramid. BGSL is part of BRAC International Holdings B.V (BIHBV) which operates in seven countries across Africa and Asia.

Job Description

PURPOSE

The Customer Service Officer Trainee will be the first point of call for clients and support all other branch activities.

MAJOR RESPONSIBILITIES

Front Office Responsibilities

• Work as first point of contact to all clients, handling personal calls to the office, confirming appointment times with relevant staff and taking appropriate actions.
• Respond to incoming telephone calls by either placing them to relevant staff or by taking the appropriate action
• Manage information by creating and updating clients on loan and deposit application processes and accounts opening procedures
• Controls
• Handle loan appraisal forms and client files before loan committee meetings, loan disbursements and after of Branch Manager’s and clients’ authorizations.
• Supervise the signing of contracts between clients and BGSL
• Check that all files are complete and ready for the loan committee
• Ensure all documents generated during branch operational activities are duly filed as laid down by policy and procedure
• Share information and best practices with other branch staff
• Report all the issues related to the job to the immediate supervisor
• Use the reporting tools for control and analysis
• Daily monitoring of staff attendance, movement register and submission of attendance book to the HR/Finance Offices for records.

Commercial Responsibilities

• Welcome and inform the customers and potential customers at the branch
• Open accounts for new customers
• Coordinate meetings organized at the branch for potential clients
• Participate in collective prospection and other commercial activities in the market areas with credit officers.
• Deal with clients in a manner that is conducive to strengthening the public image of BGSL
• Participate in field promotion of BRAC Ghana products and services
• Be actively involved in the development of deposit in the branch
• Identify client's needs and propose new products/services to the management
• Participate in the promotion of new products and services by giving information to customers

Administrative Responsibilities

• Make arrangements of branch planning (Loan committee meeting etc.)
• Ensure that branch documents are duly filed, keeping in mind BGSL’s standards
• Manage information by creating of clients, loans and deposit accounts
• Establish and maintain good and clear working relationship with other branch staff
• Assist in the training and coaching of new and existing staff

Safeguarding Responsibilities:

• Establish a safeguarding culture across all levels of the programme by implementing the safeguarding policy. Act as a key source of support, guidance and expertise in safeguarding for establishing a safe working environment
• Responsible for ensuring team members are appropriately trained, supported and have access to resources regarding issues that are identified and actioned in accordance with the safeguarding policy and procedure
• Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so

Miscellaneous

• Be present in the weekly staff meetings
• Prepare daily, weekly and monthly reports.
• Follow BRAC Human Resources Policies and Procedures
• Efficiently execute other responsibilities given by senior management.
• Always adhere to the Code of Conduct for Microfinance staff and treat clients respectfully.
• Strive to provide the best quality service to clients at the field and at the branch office.
• Listen to client’s complaints/concerns/opinions carefully and take appropriate measures

Required Skills or Experience

EXPERIENCE (Including sector/industry)

• Knowledge in customer service experience and front office operations
• Knowledge in applications Microsoft Word, and Microsoft Excel.
• Experience: At least one year of Experience working in Microfinance/Financial Institution.

KNOWLEDGE, SKILLS & COMPETENCIES

• Computer knowledge on MS World, MS Excel and Internet
• Effective communication skills.
• Writing and reporting skills in English
• People management skills

SPECIFIC EDUCATIONAL/PROFESSIONAL QUALIFICATION

• HND/Degree

Duty Station : Abuakwa, Ejisu, Bantama, Ahenema Kokoben and Nkawie