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 : (Head Office/Accra)

PURPOSE
First point of call for clients and support all other administrative 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’ information

Controls

• 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.
• Deal with clients in a manner that strengthens BRAC Ghana’s public image
• Participate in field promotion of BRAC Ghana products and services.
• Participate in the promotion of new products and services to customers.

Administrative Responsibilities

• Ensure that documents are filed in a due manner according to BRAC Ghana’s standards.
• Establish and maintain a good and clear working relationship with other staff.
• Assist in the training and coaching of new and existing staff.

Miscellaneous

• Be present at staff meetings.
• Prepare daily, weekly and monthly reports.
• Follow BRAC Human Resources Policies and Procedures.
• Efficiently execute other responsibilities given by the 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
• 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.

Required Skills or Experience

EXPERIENCE (Including sector/industry)

• 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

KNOWLEDGE, SKILLS & COMPETENCIES

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

SPECIFIC EDUCATIONAL/PROFESSIONAL QUALIFICATION

• Degree
• Concentration / Major: Related discipline