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 in 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

•  Duty Station : Ablekuma

PURPOSE

First point of call for clients and support all other branch activities.
 

MAJOR RESPONSIBILITIES

Front Office Responsibilities

• Work as first point of contact, with all clients, personal callers to the Office, confirming appointment times with relevant member of staff and taking appropriate action and hospitality 
• Respond to incoming telephone calls and either place them to the relevant member of staff or take appropriate action 
• Manage the information by creating and updating of clients loan and deposit applications and accounts.
• Controls
• Control the loan appraisal form and the client file before loan committee meeting, loan disbursement and after signature of Branch Manager and clients.

• Supervise the signing of contract between clients and BRAC Ghana
• Check that all files are complete and ready for loan committee
• Ensure all documents generated during branch operational activities are filed in a due manner as laid down by policy and procedure
• Share information and best practices with the 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
• Conduct information meetings organized in the branch for potential clients
• Participate in collective prospection and other commercial activities in the market areas with the client officers.
• Deal with clients in a manner that is conducive to strengthening the BRAC Ghana public image
• Participate in field promotion of BRAC Ghana products and services.
• Be actively involved in the development of deposits 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, Client officer planning etc.)
• Ensure that branch documents are filed in a due manner, keeping the BRAC Ghana standards.
• Manage information by creating of clients, loans and deposit accounts.
• Establish and maintain good and clear working relationships 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 on safeguarding for establishing a safe working environment.
• Responsible for ensuring team members are appropriately trained, and supported and have access to resources regarding issues that are identified and actioned by 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 the senior management. • Always adhere to the Code of Conduct for Microfinance staff and treat clients respectfully. 
• Strive to provide the best quality service to the client at field and the brunch office.
• Listen to client’s complaints/concerns/opinions carefully and take appropriate measures. 

Required Skills or Experience

EXPERIENCE (Including sector/industry):

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

KNOWLEDGE, SKILLS & COMPETENCIES:

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

SPECIFIC EDUCATIONAL QUALIFICATION:

• HND/ Degree Concentration / Major