CUSTOMER SERVICE OFFICER

PURPOSE

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

MAJOR RESPONSIBILITIES

Front Office responsibilities

• Work as the first point of contact for all clients, personal callers to the Office, confirming appointment times with relevant member of staff and taking appropriate action
• Respond to incoming telephone calls and either place them to the relevant member of staff or take appropriate action
• Manage information by creating and updating clients’ loan and deposit applications and accounts.
• Serve as the relieving officer for customer service officers across the region/area

Controls

• Manage 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 other branch staff
• Report all the issues related to the job to 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 educate customers and potential customers at the branch.
• Open accounts for new customers
• Coordinate 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 strengthens BRAC Ghana’s public image
• Participate in field promotion of BRAC Ghana products and services.
• Be actively involved in deposits at the branch.
• Identify clients’ needs and propose new products/services to management
• Participate in the promotion of new products and services to customers.

Administrative responsibilities

• Make arrangements for loan committee meetings, client officer plannings etc.
• Ensure that branch documents are filed in a due manner according to BRAC Ghana’s standards.
• Manage information by opening loans and deposit accounts for clients.
• Establish and maintain a good and clear working relationship with other branch staff.
• Assist in the training and coaching of new and existing staff.
• Act as the procurement support for the region/area

Miscellaneous

• Be present at 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 clients in the field and at the branch office.
• Listen to clients’ complaints/concerns/opinions carefully and take appropriate measures.

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 to ensure 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, encourage others to do so.

EXPERIENCE

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

KNOWLEDGE, SKILLS & COMPETENCIES

• Knowledge of MS World, MS Excel
• Effective communication skills. Writing and reporting skills in English

SPECIFIC EDUCATIONAL/PROFESSIONAL QUALIFICATION

• Degree: Concentration / Major
• Related discipline