Job Description

A reputable and rapidly growing organization is seeking the services of smart, confident, performance oriented and experienced professionals to occupy the position of Customer Acquisition Officer.

JOB OVERVIEW

The Customer Acquisition Coordinator (CAC) will lead the Institution’s efforts at digital customer identification and onboarding under the supervision of the Head, e-Business and Remittances.

The CAC shall be responsible for growing our digital customer base by coordinating institutional customer activation activities with assistance from the Deposit Manager and the branch deposit team in addition to managing Customer Acquisition Officers in the field on a daily basis. The CAC shall also be responsible for leading projects or initiatives for mass customer registrations for corporate entities and informal sector participants across the country while adhering to regulatory and compliance issues.

Focus
To oversee the growth of our digital customer base – direct and indirect – in the country, taking initiative to liaise with local functional specialists to set and achieve strategic and operational goals as relates to customer profiling, identification, onboarding and management through the various onboarding channels available.  

• Serve as the project lead under the supervision of the e-Business manager for the identification and prosecution of various projects targeting various customer target groups.
• Support the Branch Deposit Co-ordinators and Deposit Mobilizers to identify and on-board potential customers in-branch or in the field.
• Assist in institutional or branch activities aimed at customer activations.
• Monitor the performance of branches on meeting Quick customer activation targets.
• Supervise customer complaint resolution and feedback through customer care.
• Supervise customer activity on the platform to ensure increased customer activity.
• Supervise Agent Referrals to Agent Territory Supervisors.

• Maintain excellent communication to support productive external and internal relationships and the resolution of problematic issues.
• Ensure regular visits to corporate entities that have subscribed their members to the service to measure service quality and customer satisfaction.

• Support the Branch Deposit Co-ordinators and Deposit Mobilizers with the assistance of the Agent Quality Supervisor to identify, recruit and on-board customers and Agents.
• Provide regular reports on customer activations and activities on the platform.

• Provide business leads and liaise with credit, deposit, operations, marketing and corporate departments in business development.
• Support mobile banking agent acquisitions for product through customer locations.
• Support Institutional or Unit business development initiatives.

• Provide analysis of monthly statistics of the customer activity to enable the tracking of product performance.
• Work with key stakeholders to determine and implement corrective actions where necessary to achieve sales goals.
• Ensure compliance to local legal and regulatory requirements, audits and any other governance directives.
• Comply with all the Company’s and Bank of Ghana policies and procedures as regards payment systems service delivery.

• Provide timely and accurate Management Information to the direct Supervisor on customer activation delivery activities and metrics
• Provide feedback on branch customer activations
• Provide feedback to various supporting sectors e.g. IT, Operations etc.
• Supervise stock (souvenirs and branding materials) for customer activation activities.  
• Actively partner with their Supervisor and Co-ordinators in the delivery of the unit’s business.
• Build the capacity of staff by supporting with training on customer onboarding activities.

• Provide honest feedback on performance of colleagues.
• Share knowledge and best practice with team members.
• Perform all other duties as assigned.

Required Skills or Experience

• MBA/MA/MSc/BSc/BA (in Marketing, Business Administration or other related field).
• Substantial and diverse experience in all facets of communication, marketing and/or public affairs, interpersonal relations and proven ability to conceptualize, design and implement major campaigns, strategies or programs.
• Good knowledge of principal development issues and development related to the Microfinance sector.
• Good knowledge of financial sector issues.
• Good knowledge of mobile financial service sector issues.
• Demonstrated diplomatic and interpersonal skills required for cultivating effective client relationships/partnerships.

• Ability to plan and organize work, setting measurable and realistic timetables.
• Capacity to respond quickly and effectively to changing circumstances generated by either external constraints or internal events.
• Superior written and verbal communication skills coupled with highly developed interpersonal skills
• Effectiveness and viability of work practices.
• Degree of leadership and direction given to the staff where applicable.
• Level of initiative shown in the discharge of responsibilities.
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames.