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CUSTOMER SERVICE OFFICER

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Ghana
Permanent, Temporary Contract
Microfinance / Insurance / Financial Services
Education level : HND / BSC
Experience : Débutant
05/20/2025 - Ref : 01MD477388

Job description

What will your role be?
Reporting to the Branch Manager/Deputy, the Customer Service Officer 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. Banking Services Sector
Cash Transaction
• Carry out all cash-related transactions (loan release, repayments, cash deposit/withdrawal on the deposit accounts…)
• Ensure the alignment of cash transactions with the in-place Advans Ghana policies and procedures
• Respect AML/KYC policies by identifying all the clients and reporting any suspicious transaction
• Register all cash transactions in the MIS system used for serving the purpose
• Report any cash shortage or overage to the supervisor
• Be able to analyze the transactions/flows on client’s account and be able to give advices

Front/ Back Office Tasks
• Manage the MIS by creating and updating of clients loan and deposit applications and accounts.
• Prepare all contract documents before signature by clients and branch manager
• Prepare past due notices documents for dispatch by client officers

Control
• Control the loan appraisal form and the client file before loan committee meeting, loan disbursement and after the signature of BM and clients.
• 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.
• 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 conducive to strengthening Advans Ghana public image
• Participate in field promotion of Advans Ghana products and services.
• Be actively involved in the development of deposits in the branch.
• Identify clients’ needs and cross-sell new products/services.
• Participate in the promotion of new products and services by giving information to customers at the teller counter

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.
• Prepare all the contract documents before signature by clients and branch manager.
• Establish and maintain good and clear working relationships with other branch staff.
• Assist in the training and coaching of new and existing staff

4. GENERIC ACTIVITIES
Prospection, Account opening, filing

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 be asked to support the commercial activities of other branches
• May be asked to participate in branch commercial activities

Required profile

What kind of profile are we looking for?
You have a:
At least an HND, bachelor’s degree, and other professional qualifications Specific training required
A minimum of one (1) year working experience (National Service inclusive).
Practical knowledge of micro/small businesses and the market environment is an advantage.

About Advans

Want to know more about Advans?
Advans is a leading international microfinance group established in 2005. Advans mission is to respond to the need for financial services for small businesses and other populations who have ill-adapted, limited, or no access to formal financial services. The Advans Group currently spans nine countries: Cambodia, Cameroon, Ghana, the Democratic Republic of Congo, Côte d’Ivoire, Pakistan, Nigeria, Tunisia, and Myanmar. As of the end of April 2023, the group served more than 1,200,000 clients and employed more than 8,100 staff. The group’s shareholders are EIB, KfW, FMO, CDC Group plc, FISEA (AFD Group) and IFC.
Advans Ghana, a subsidiary of the international microfinance group Advans, started its activities in 2008. The institution offers a full range of adapted financial products and services to micro, small, and medium-sized enterprises in Ghana. The institution serves more than 120,000 clients through a network of 20 points of sale and around 600 employees.

Ghana

CUSTOMER SERVICE OFFICER

Permanent, Temporary Contract

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