FINCA Impact Finance is FINCA’s network of 20 community–based microfinance institutions and banks, that provides innovative, responsible, and impactful financial services to low income customers in Eurasia, Latin America, the Middle East, Southern Asia and Africa. FINCA is expanding to Nigeria with the aim of becoming the leading microfinance bank in Nigeria.

We are recruiting to fill the position below:

Job Title: Channels Business Officer

Location: Owerri, Imo
Department: Marketing
Reports to: the Savings and Agency Banking Manager.

About the Job

• The Channels Business Officer as the first contact with potential FINCA MfB clients in the field is a key brand ambassador with the focus of aggressively cross-selling organizational financial products and also supports the development of delivery channels and front-end technology in order to improve clients’ access to financial services.
• His/her primary focus will be to manage voluntary savings accounts as well as initial savers who eventually patronize FINCA loan and  also support the day to day management of third party agents and the development of our institutional capacity to grow our agent network.
• The Channels Business Officer reports directly to the Agency Banking Supervisor and dotted report to the Branch Managers and Business Unit Managers with his/her cluster.

Duties and Responsibilities

• Cross sells all the savings accounts accordingly and other alternative delivery channel products as applicable, such as, Access Cards, Money Transfer, Mobile Money, etc. against given targets on specific assigned operational areas.
• Suggests specific or particular savings promotion activities according to the specifics of the area and prepares the action plan in the branch level.
• Supports the branch team in the market drive activities, leads the team and guaranties the follow up process for opening accounts to the potential customers identified during the field event.
• Open clients account and comply with the statutory documentation requirements for Know Your Client (KYC) per Bank policy.
• Must have excellent knowledge of FINCA products and other competitors in the market and responsible to stay updated with product features and provide a transparent information to the potential customer.
• Follows up and makes sure that the accounts activated by the branch do not fall into dormancy.
• Reports and provides feedback to the Branch Manager, Head of Commercial Operations and Agency Banking Manager.
• Working with the Business authorities (Branch Manager, Head of Commercial Operations and Agency Banking Manager) in creating and presenting specialized business proposals and scheduling meetings with institutions and businesses.
• Responsible for ensuring adequate brochures and savings promotional materials at the branches;
• Manage, monitor and report on FINCA’s various delivery channels as distinct business units, focusing on profitability, risk management and performance across key outreach, efficiency and customer satisfaction indicators.
• Supervise the agency network to ensure compliance with subsidiary standards, quality customer service, and mitigation of potential reputational risk for FINCA.
• Establish and monitor servicing relationships with internal and external parties, including back and front office staff, agents, networks, and other service providers.
• Effectively and professionally represent FINCA’s delivery channels initiatives, especially when dealing with external stakeholders or third parties.
• Ensure that financial viability and a positive customer experience are achieved for implemented delivery channels.
• Any other responsibilities required by the Branch Manager or Savings Manager in line with FINCA policies.

Customer Service:

• Ensure clients receive the best service; maintain good relations
• with clients, and timely respond to the needs of existing clients.
• Manages difficult or emotional customer situations; Responds
• promptly to customer needs as per guidelines in the FINCA Customer Service Standards

Key Performance Area Indicator

• Account opening & making sure KYC requirements are met per CBN tier system.
• Savings volume
• Number of savings accounts opened.
• Targets on alternative delivery channels are met
• Number of active accounts
• Increasing average savings balance
• All delivery channels branch  issues are promptly resolved
• The turnaround time is achieved on delivery channels products as per the SLA
• Execution of personal sales plan and savings targets
• Supervisory of POS agency centers

Key Relationships:

• Customer Relationship Officers
• Branch Managers / Business Unit Managers
• Banking Service Supervisor
• Front Office staff
• Marketing team.
• Agency Banking Officer
• Channels Banking Officers

Reporting:

• Reports directly to the Savings and Agency Banking Manager.

Qualifications & Required Skills

• Degree in Business, Marketing or a related field required.
• 12 months or more experience in sales and or customer service
• Fluency in English (written and spoken) required; Additional local in country language preferred.
• Good communication skills
• Knowledge of savings products
• Sales & customer service experience
• Able to sell and cross sell a large range of products
• Willingness to work in the field and travel if requested
• Able to work in the team and coordinated actions accordingly
• Strong ability of follow up and consistency in his/her actions
• Flexible to accept changes that might occur as a result of institution strategy

Computer Skills:

• Advanced level of computer literacy is a must.
• Good knowledge of research tools and methodologies, including SPSS statistical program

Language Skills:

• Fluency in regional/local language,
• Working knowledge of English.

Competencies:

• To perform the job successfully, an individual should demonstrate the following competencies:
• Marketing Skills- Able to effectively market a product focusing on the benefits and convincing clients with excellent interpersonal skills
• 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.
• 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 difficult issue.
• Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Responds well to questions; demonstrate group presentation skills; Participates in meetings.
• 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
• 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.

Travel Requirement:

• Availability to travel 80% of available time

Application Closing Date
30th June, 2022