Customer Service Officer Trainee at BRAC Ghana Savings and Loans

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 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.

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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 conductive to strengthening the BRAC Ghana public image
• Participate in field promotion of BRAC Ghana products and services.
• Be actively involved in the development of deposit in the branch.
• Identify clients’ 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 creation of clients, loan 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.

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Safeguarding responsibilities

• Establish a safeguarding culture across all level 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.

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 and at field and at the brunch office.
• Listen to client’s complaints/concerns/opinions carefully and take appropriate measures.

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KNOWLEDGE , SKILLS & COMPETENCIES:

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

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