The Customer Service Officer at Advans Ghana Savings & Loans is responsible for all banking services tasks. He/she must be able to act as a teller and be able to manage all administrative and commercial tasks in the branch

 

MAIN RESPONSIBILITIES

1.1 Front Office Tasks

  • Manage the MIS by creating and updating of clients loan and deposit applications and accounts.

1.2 Control

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  • Control the loan appraisal form and the client file before loan committee meeting, loan disbursement and after signature of BM and clients.
  • Supervise the signing of contract between clients and Advans 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
  • Correct all mistakes created in orbit and reported by DQC
  • 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

 

2.   Commercial Activities

  • 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 Advans Ghana public image
  • Participate in field promotion of Advans 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.

3. Administrative Activities

  • Make arrangements of branch planning (Loan committee meeting, Client officer planning…)
  • Ensure that branch documents are filed in a due manner, keeping the Advans Ghana standards.
  • Manage the MIS 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.

GENERIC ACTIVITIES

Prospection, Account opening, filing

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CHALLENGES

  • Deal with very sensitive customer issues that needs high level of secrecy
  • May be asked to undertake relieve duties in a different branch without notice
  • May be asked to temporarily play a different role in the same branch when there is a shortage of staff
  • May deal with extremely difficult clients
  • May be asked to support the commercial activities of other branches

EDUCATION AND EXPERIENCE

MINIMUM REQUIRED EDUCATIONAL LEVEL

At least an HND, Bachelor’s Degree and other professional qualification

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Specific Training Required

  • Orbit work instructions, processes and procedures
  • IT protocols
  • Customer service, sales and marketing
  • Products and services

REQUIRED EXPERIENCE (WORK FIELD AND NUMBER OF YEARS)

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