Job Vacancies 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.

go to method of application »

The Marketing Assistant reports to the Head of Marketing and supports the department in its primary and administrative duties.

Essential Duties and Responsibilities:

• Undertake daily administrative tasks to ensure the functionally and coordination of the department activities.
• Support in organizing marketing projects, storms and promotional activities
• Support in market research and analyze consumer rating reports and questionnaires
• Deploy marketing techniques to gather data (social media, web analytics, ranking etc.)
• Update spreadsheets, database with statistical, financial and non-financial information
• Assist in the organizing promotional events and traditional and digital campaigns and attend them to facilitate their success.
• Support in the preparation and delivery of promotional presentations.
• In line with the supervision of the Manager, compose and post online content on the company website and social media accounts.
• Follow up with leads generation both digital and traditional methods.
• Review customer’s complaints and work with the support of the Marketing Manager and responsible department for prompt resolution.
• Manage the Client Support email and ensure all customer correspondences gets the required attention/feedback.

Savings Mobilization Drive:

• Builds a database of prospects using diverse sources to mobilize savings for the Bank
• Manage assigned savings portfolio to ensure growth.
• Perform other duties as assigned by the Manager
• Team: Maintain a good relationship with the staff, and purse additional training as warranted.
• Product/ Services: Market all FINCA products and services to potential clients by using promotional tools and mechanisms approved by FINCA’s management.

Customer Service:

• Ensure customer receive the best service, maintain good relations with customer, and timely respond to the needs of existing customers.
• Manages difficult or emotional customer situation; Respond promptly to customer needs as per guidelines in the Customer Service Manual.
• Meet commitments.

Qualifications and Experience

• Minimum of Diploma (ND or NCE) in Marketing , Business or relevant field
• Excellent knowledge of MS Office; Use of Marketing Computer Software, Online application will be an added advantage.
• Exquisite communication and people skills
• Honesty and integrity.
• Ability to work individually as well as in the team

Critical Competencies

• Analytical – Synthesizes complex or diverse information; Uses intuition and experience to complement data.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills – Strive to continuously build knowledge and skills; Shares expertise with others.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others’ ideas and tries new things.
• Teamwork – Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interest; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Task calculated risks to accomplish goals.
• Planning/ Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Set goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality