Fresh Vacancies at Baobab Microfinance Bank

Position Scope

• The successful candidate will be responsible for setting the strategic agenda for SME Banking Department through balance sheet growth, Customer Acquisition, Customer retention, profit & loss targets in order to support achievement of overall business strategy; in a cost effective and high return manner.
• The job holder will be involved in product development oversight aimed at sustaining the Bank’s competitive position within SME businesses. Coverage will be strictly loans and advances.

Key Responsibilities

• The Chief mission is to drive SME credit (Loans & Advances) ranging from 4 million to 50 million Nigeria Naira across Nigeria.
• Develop and lead the implementation of the SME Segment strategy in line with the overall Retail. Banking Strategy; to ensure achievement of profitability targets through revenue maximization and prudent cost management.
• Drive sustainable growth and acquisition of new customers for the SME Banking through the creation, development and maintenance of high quality advisory relationships.
• To build and maintain productive and strategic relations with customers / suppliers / line manager /stakeholders to drive the development and delivery of business solutions and revenue growth for the SME Segment.
• To drive customer-led propositions for the SME Banking Segment by developing a pipeline of value adding customer solutions to include customer experience, products, and service offers.
• Ensure strong cross- selling of existing and new SME loan products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the Bank.
• Champion the delivery of consistent, seamless and trusted customer service to ensure customer retention and loyalty.
• Facilitate training programs to enhance product knowledge to the Retail Banking teams, branch staff and sales teams on SME Banking Products.
• Maintains a detailed and current understanding of the industry; (at SME Banking, current market structures; regulatory requirements and issues) to ensure that that opportunities are realized and the risks mitigated.
• Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements whilst maintaining the quality of the SME portfolio within the stipulated NonPerforming Loans (NPL) and Portfolio at Risk (PAR) parameters.
• Ensure compliance to the Bank’s policies, procedures and regulatory requirements.
• Lead, motivate, and continuously develop a credible high performing SME team.

Skills & Experience

• University Degree in a Business related field. An advanced degree will be an added advantage.
• Professional Product Development or Project Management Qualification.
• Minimum 8 years general banking experience with at least 5 years’ experience in SME Sector 3 years of which must have been in a leadership position.
• Must have hands on experience in Credit Analysis & Administration, Sales, Relationship Management, Customer Service, commercial and product development functions of a commercial bank at managerial level.
• Demonstrated consistent high performance in role(s) held in the last three years.
• A thorough knowledge of Small Medium Enterprise (SME) Products, Retail Banking products and services, and extensive Banking Industry knowledge.
• Excellent interpersonal, and negotiation skills with the ability to network, generate new business and develop strong business relations.
• Strong leadership skills with demonstrated competences in championing high performance management.
• Membership of a Marketing professional body will be desirable.
• A good understanding of risk, credit policies and procedures.
• Excellent planning, Organization, problem solving and analytical skills.

Responsibilities

• Respond to customer inquiries.
• Generate customer interest in the services or products offered by the company.
• Provide personalized customer service by responding to the needs of the customers.
• Ensure feedback from the customer to further improve the customer services.
• Manage and update customer databases with the status of each customer.
• Provide customers with brochures and information packages on products or services.
• Build customer loyalty by follow-up of customer calls
• Making sure lead generated are compiled and sent to Branches
• Evaluate problems of the customers and provide logical lasting solutions.
• Manage filing, mailing, correspondence and other management tasks
• Market Banks products and services and call ALIP and TAKA Eligible customers daily
• Appropriate report of all activities weekly.

Requirements

• Rapid call handling in a fast-paced, demanding environment
• Excellent accuracy in typing
• Customer relationship management and development
• Sensitive listening to understand customer needs and recommend products or solutions
• Ability to quickly answer questions about the most minute product detail
• Strong persuasive selling to open new customer accounts and upgrade account tiers
• Capable of sensing unspoken expectations
• Organization-Multitasks with speed and accuracy.
• Speed-Maintains a standard of quality while working quickly and efficiently
• Flexibility-Attempts to meet the needs of a diverse customer base with different personalities
• Empathy-Makes callers feel that they are listened to and understood.
• Knowledge Retention-Learns and memorizes product and customer information.
• Attention to Detail-Provides the same care and attention to every customer issue.

Education, Experience, and Licensing Requirements

• University / college degree is an asset.
• Previous customer service experience/call centre agents is preferred especially in particular industry, preferred.

Qualifications / Skills:

• Verbal communication
• Phone skills
• Listening
• Data entry skills
• People skills
• Informing
• Customer focus
• Customer service
• Attention to detail
• Professionalism
• Multi-tasking

Main Responsibilities

• Pre-loan Disbursement
• Promote/market Baobab’s products to prospective clients
• Visit and evaluate potential client businesses
• Visit client’s personal house
• Visit Co-debtor, guarantor’s house and businesses
• Analyze financial data of clients’ businesses
• Analysis of quantitative and qualitative data of client businesses and households
• Prepare loan documents for Credit Committee
• Present loan files to Credit Committee
• Enter loan files in the MIS
• Post-loan Disbursement
• Conduct monitoring visits to business and households
• Follow-up on loan repayment
• Manage loan recovery from active and write-off client until the last
• Assess the impact of loan before renewal Fluent in English (written/spoken)
• Detail oriented
• Target oriented
• Articulate and well-spoken
• High level of integrity
• Dynamic and motivated individuals who like to work outdoors

Requirements

• HND minimum
• Basic Knowledge in accounting, finance and mathematics
• Previous work experience or training in sales (preferred)
• Applicants must be between the age of 20 - 35 years
• Applicants must reside within the location he/she is applying for

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Call Center Supervisor Requirements:
• Call center, customer service, 3 years supervisory experience
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Education, Experience, and Licensing
Requirements:

• University/college degree is an asset.
• 2 - 3 Years experience as a Supervisor
• Previous customer service experience/call centre agents are preferred especially in particular industry.

Qualifications / Skills:

• Verbal communication
• Phone skills
• Listening
• Data entry skills
• People skills
• Informing
• Customer focus
• Customer service
• Attention to detail
• Professionalism
• Multi-tasking