Customer Service Officer at FINCA International

FINCA is recruiting entry level Customer Service Officers who reports to the Branch Operations Supervisor or the Business Unit Manager for Branch and or Business Units respectively. The CSO is responsible to receive clients into the banking hall, opens accounts for clients, and implement the front office administrative activities in line with FINCA MFB banking and administrative procedures. The CSO shall offer quality and exceptional service according to the policies and procedures of the Bank and deal with customer’s complaints, queries and information requests.

Essential Duties and Responsibilities

• Marketing of FINCA product bouquet and Customer care.
• To carry out the initial screening of all the business loan clients before referring the clients to the Business Loan department in line with business loan policies and procedures.
• Implement account-opening process; upload scanned photos, verify signatures, make savings balance with the FINCA Nigeria policies and procedures.
• Ensure that all customer documentation for account opening is KYC compliant.
• Ensure the availability of FINCA Nigeria manuals and brochures at the region.
• Manage the security of persons and physical assets and maintain the cleanliness of the banking hall in line with the administrative policies and procedures.
• Prepare daily, weekly, monthly statistical reports as appropriate and submit to the Branch Supervisor in time.
• Review on a monthly and/or weekly basis the issues raised by the Back Office Supervisor and/or accountant.
• Document and refer all customers’ complaints which cannot be resolved at the CCO desk.
• Protect data/ information processed from destruction and unauthorized persons at all times.
• Any other responsibility requested by the Branch Supervisor in line with the FINCA Nigeria policies.

Qualifications and Experience

• Bachelor degree/ HND in relevant field
• Minimum of at least six (6) months work experience in front office duties or cashiering function
• Good understanding and experience of Customer service operations
• Computer literate and excellent use of the system
• Ability to effectively handle customer complaints
• Good knowledge of Microfinance operations and FINCA
• Good attention to detail
• Effective communication and interpersonal skills.
• Good time management – ability to prioritize work and handle work with limited supervision.

Critical Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Analytical Skills – Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with difficult issue.
• Communication Skill – Demonstrate excellent presentation, reporting and writing ability.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Time Management -Manages schedules and daily plans and exhibits punctuality
• Knowledgeable: Familiarity with banking practices, policies and procedure; Familiar with Anti-Money Laundering Act and other regulatory framework.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Ideal Candidate

• Excellent communication skills (especially oral) with excellent customer service skills.
• Willingness to relocate and work at any FINCA Nigerian location in Imo State (Includes places like Okigwe, Orlu, Mbaise etc.).
• Enterprising and self-driven personality with the ability to adapt and acquire new skills
• Ability to translate business needs into value propositions mutually beneficial to customers
• Detail oriented with organizational and documentation skills
• Result oriented with the ability to work with a team.
• Strong Fit to FINCA’s desired corporate culture and values; and commitment to furthering FINCA’s mission and vision.
• Candidate must particularly demonstrate a commitment to transparency and integrity
• Understand the need(s) of the business at every stage, with willingness and ability to perform duties beyond the scope of work.