Job Description

A reputable microfiance company is recruiting Relationship Officers from the Lapaz-Achimota environs

This role is responsible for meeting the monthly and the annual targets set for generating new business for the savings products outside the bank branches; i.e. opening new savings accounts of new prospects (non-members). This role will support deposit collection from the clients. This role will also be responsible for managing client relationships, resolving client issues and ensuring client retention.

Identify and convert prospects into clients (new account opening)

• Identify potential clients
• Open new savings accounts in designated territory
• Educate prospective clients on the benefits of products
• Follow up and convert leads/referrals received from field officers, customer servicing team (promotions) and other employees.
• Actively seek referrals from existing clients

Conduct Account Opening Formalities

• Conduct the account opening formalities at the client’s location.
• Verify identity documents (against the originals) received from the client.
• Ensure completeness of the form as well as collecting the initial account opening deposit.
• Submit the account opening forms at the branch.
• Return the pass book to the client within 24 working hours.

Facilitate Deposits

• Collect deposits from clients (information received by SMS through central hub or the client interfaces with the Savings Officer directly)
• Complete deposit formalities and issue receipt.
• Submit deposit to the branch
• Responsible for the safe keeping of the cash collected at the client site until it is properly handed over to the Cashier at the branch office

Manage Clients

• Actively manage clients to ensure continuous savings (number of dormant accounts).
• Maintain targeted quarterly average balance.
• Conduct quarterly reviews of all clients to understand savings appetite.
• Responsible for retaining clients: ensure account closures are at a minimum.
• Conduct exit interviews with clients who want to close their accounts and try to revive the relationship.
• Facilitate passbook updates.
• Resolve all client related issues promptly and adequately.
• Manage client relationships through individual gestures like birthday or anniversary wish/card.

Required Skills or Experience

• Minimum qualification of SHS Certificate.
• 0 to 2 years of experience in any discipline. MFI sector or development / social sector background or financial services background desirable, not mandatory. Passion for the mission and dedication to the goals of poverty alleviation and empowerment.

Functional Skills and Knowledge

• Basic numerical ability
• Fluent in local languages

Behavioral Skills required

• Communication – Seeks and shares information, ideas and thoughts with clarity and in a logical manner. Listens and responds to others’ effectively. Builds trust with clients.
• Customer Focus – Understands and responds to customer needs, builds and maintains rapport with clients; communicates actively with the customer. Strong customer advocate.
• Problem Solving – Grasps new concepts and information, understands and interprets facts and figures related to daily work, provides solutions to simple day to day problems
• Self Management Skills (Result Orientation) – Manages and organizes work to meet commitments and deadlines (often under pressure), aligned with the expected standards of quality and productivity