Customer Service Officer

Advans Ghana Savings and Loans Limi...

  • Bolgatanga, Upper East Region
  • Permanent
  • Full-time
  • 8 days ago
Company ProfileAdvans is a leading microfinance group established in 2005. Advans mission is to respond to the need for financial services of small businesses and other populations who have ill-adapted, limited or no access to formal financial services. The Advans Group currently spans nine countries: Cambodia, Cameroon, Ghana, the Democratic Republic of Congo, Côte d’Ivoire, Pakistan, Nigeria, Tunisia and Myanmar. As at end October 2019, the group served more than 1,000,000 clients and employed more than 7,300 staff. Headquartered in Luxembourg with support services in Paris, the group’s shareholders are EIB, KfW, FMO, CDC Group plc, FISEA (AFD Group) and IFC.Advans Ghana, subsidiary of the international microfinance group Advans, started its activities in 2008. The institution offers a full range of adapted financial products and services to micro, small and medium sized enterprises in Ghana. The institution serves more than 64,000 clients through a network of 20 points of sale and over 650 employees.Job DescriptionAre you a young and energetic graduate, who has a passion for customer-centric and a good sales attitude OR do you have a proven experience in this field? Are you passionate about delivering exceptional customer service in the banking sector? We are looking for a dedicated Customer Service Officer to join our team and provide top-notch support to our clients.The role is open in all branch networks. Candidates from Bolgatanga are strongly encouraged to apply.What will your role be?
Reporting to the Branch Manager/Deputy, the Customer Service Officer is responsible for all banking services tasks. He/she must be able to act as a teller and be able to manage all administrative and commercial tasks in the branch.MAIN RESPONSIBILITIES
1. Banking Services SectorCash Transaction
  • Carry out all cash-related transactions (loan release, repayments, cash deposit/withdrawal on the deposit accounts…)
  • Ensure the alignment of cash transactions with the in-place Advans Ghana policies and procedures
  • Respect AML/KYC policies by identifying all the clients and reporting any suspicious transaction
  • Register all cash transactions in the MIS system used for serving the purpose
  • Report any cash shortage or overage to the supervisor
  • Be able to analyze the transactions/flows on client’s account and be able to give advices
Front/ Back Office Tasks
  • Manage the MIS by creating and updating of clients loan and deposit applications and accounts.
  • Prepare all contract documents before signature by clients and branch manager
  • Prepare past due notices documents for dispatch by client officers
Control
  • Control the loan appraisal form and the client file before loan committee meeting, loan disbursement and after the signature of BM and clients.
  • 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
  • Correct all mistakes created in orbit and reported by DQC
  • Share information and best practices with the other branch staff
  • Report all the issues related to the job to immediate supervisor
  • Use the reporting tools for control and analysis
Commercial Activities
  • Welcome and inform the customers and potential customers at the branch.
  • 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 Advans Ghana public image
  • Participate in field promotion of Advans Ghana products and services.
  • Be actively involved in the development of deposits in the branch.
  • Identify clients’ needs and cross-sell new products/services.
  • Participate in the promotion of new products and services by giving information to customers at the teller counter
Administrative Activities
  • Make arrangements of branch planning (Loan committee meeting, Client officer planning…)
  • Ensure that branch documents are filed in a due manner, keeping the Advans Ghana standards.
  • Prepare all the contract documents before signature by clients and branch manager.
  • Establish and maintain good and clear working relationships with other branch staff.
  • Assist in the training and coaching of new and existing staff
GENERIC ACTIVITIES
  • Prospection, Account opening, filing
CHALLENGES
  • Deal with very sensitive customer issues that needs high level of secrecy
  • May be asked to undertake relieve duties in a different branch without notice
  • May be asked to temporarily play a different role in the same branch when there is a shortage of staff
  • May be asked to support the commercial activities of other branches
  • May be asked to participate in branch commercial activities
Required Skills or ExperienceYou have a:
  • At least an HND, bachelor’s degree, and other professional qualifications Specific training required
  • A minimum of one (1) year working experience (National Service inclusive).
  • Practical knowledge of micro/small businesses and the market environment is an advantage.
How To ApplyApply here:Does this sound like you? You might just be the new team member we are looking for!

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