Company Profile

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 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: Kumasi (Abuakwah)

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

• 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

• 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

• 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.

• 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

• 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. 

• 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.

Required Skills or Experience

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

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

• Degree Concentration / Major: Related discipline