CUSTOMER SERVICE OFFICER

About the Company

BRAC Ghana Savings and Loans Ltd (BGSL) is a socially responsible, for-profit organization committed to empowering individuals—particularly women—through sustainable financial services. The organization focuses on supporting underserved and rural communities by promoting financial inclusion, entrepreneurship, and economic resilience.

Job Purpose

The Customer Service Officer serves as the first point of contact for clients, ensuring excellent service delivery while supporting administrative, operational, and procurement activities at the branch level.

Key Responsibilities

Front Office & Client Service

• Serve as the first point of contact for clients and visitors, managing inquiries and directing them appropriately.
• Handle incoming calls and correspondence professionally.
• Open new customer accounts and update client records, including loan and deposit applications.
• Educate clients on products and services to enhance customer experience and engagement.

Operations & Controls

• Manage and review client files for loan processing, ensuring completeness before loan committee meetings.
• Supervise contract signing between clients and the organization.
• Ensure proper documentation and filing in line with company policies and procedures.
• Support internal controls by maintaining accurate records and reporting tools.

Commercial Activities

• Promote products and services to existing and potential customers.
• Participate in field marketing and client acquisition activities.
• Identify customer needs and provide feedback to management for product development.
• Support deposit mobilization initiatives at the branch level.

Administrative Support

• Coordinate meetings, including loan committee sessions and staff planning meetings.
• Maintain organized filing systems and branch documentation.
• Monitor staff attendance and maintain movement registers.
• Support procurement activities within the branch or region.

Reporting & Compliance

• Prepare daily, weekly, and monthly reports.
• Ensure compliance with company policies, procedures, and code of conduct.
• Address client complaints professionally and escalate issues where necessary.

Safeguarding Responsibilities

• Promote and uphold safeguarding policies across all operations.
• Ensure a safe and respectful working environment for staff and clients.
• Report safeguarding concerns in line with established procedures.

Qualifications & Experience

• Bachelor’s Degree in a relevant field.
• Minimum of one (1) year experience in customer service, preferably within a microfinance or financial institution.
• Working knowledge of front office operations.
• Proficiency in Microsoft Office Suite (Word, Excel).

Skills & Competencies

• Strong communication and interpersonal skills.
• Good organizational and time management abilities.
• High level of professionalism and customer focus.
• Attention to detail and ability to manage multiple tasks effectively.
• Strong reporting and documentation skills.