Customer Service Officer I

About the Meba Micro finance Institution S.C.

Meba Microfinance Institution S.C, under Formation, is a microfinance institution registered by the National Bank of Ethiopia (NBE) as a microfinance institution under formation. Meba Micro finance Institution S.C. Under Formation has almost completed its preparation phase and is working towards finalizing the requirements of the NBE to commence a full-fledged operation. The head quarter of Meba MFI will be in Addis Ababa. The objective of Meba MFIs is to enhance the financial inclusion of the communities all over Ethiopia that do not have access to finance and financial services from conventional banks while ensuring a fair profit to its shareholders. Meba MFI currently has more than 980 shareholders.

• Job Title:                                 Customer Service Officer I
• Reports to:                               Branch Manager
• Department/Service:               Operation

Job Description

The Customer Service Officer I responsible for  identifies and lists out potential money savers focusing on high amount depositors;  reviews and evaluates applications for loans and guarantees; appraises the financial standing of applicants using financial and credit analysis techniques; evaluates the credit worthiness of applicants; evaluates credit risks involved; assesses the sufficiency of collaterals; and prepares and submits proposals for acceptance or rejection of applications,  follows up the timely settlement of company loans; visits borrowers to assess their business situation; reviews the financial status of non-performing borrowers and recommends solutions; prepares and sends reminders and notifications for non performing borrowers; provides support to branches in expediting loan collections prepares periodic reports on type of loans, due dates, status of loan collections.          

MAJOR DUTIES AND RESPONSIBILITIES

• Plans, coordinates, directs and controls the deposit mobilization  activities  of the Company; 
• Perform and achieve saving mobilization targets on periodically
• Conducts financial literacy programs to educate clients and potential clients on the benefit of saving and the institution’s value propositions;
• Studies macro and micro economic performance from the perspective of microfinance business, forecasts trends, identifies potential money savers focusing on high amount depositors and encourages all types of savers;
• Collaborates with Business  Development  to promote saving and enhance liquidity leverage of the Company;  
• Organizes and coordinates client orientation concerning savings products available with special emphasis to client value propositions;  
• Ensures that every saving deposit and withdrawal is captured in the recording system and general ledger and subsidiary ledger reconciliation is carried out on monthly basis;  
• Ensures that effective and reliable risk management and internal control system is in place for safety of clients saving;
• Compiles data on saving and prepares and submits monthly reports to supervisor  incorporating  challenges encountered and improvement recommendation;
• Plans and manages at field and office levels moderately high credit and deposit mobilization targets set for the job position;
• Conducts meetings in the community for the identification and formation of micro credit groups desiring to obtain microfinance and enterprise development loan;
• Carries out orientation training to micro-credit groups/individual on service delivery, constitution, governance, and business identification and incubation skills;
• Develops mechanism to enhance customer value proposition and keep savings account closure at minimum;
• Ensures that credit policy is clearly communicated, understood and fully agreed by clients,  applications and documents are properly signed/finger printed by the respective members of the group and  credit case/application is complete in all respect;
• Ensures during periodic review visit to borrowers that loans granted are utilized for the intended purpose as described/agreed in the credit proposal/application and reports the same to the supervisor using client visit form;
• Maintains a schedule of due loan payment and saving collections, takes proactive measures for repayments/deposits and maintains adequate diary record or get printed report from the system,  to follow-up new borrowers/savers, dues, over dues, etc;     
• Collects credit information about clients from other MFIs ,applies know you customer rule while recruiting clients, obtains  clearance from government offices to ensure that assets to be pledged as collateral to loan are free from any liability and ensures that clients fully paid the previous loan before disbursing new loan;
• Studies local business environment and identifies potential savers and mobilizes deposits;
• Controls  that clients’ passbook are updated whenever  deposits and withdrawals are made; 
• Monitors that every saving deposit and withdrawal is captured in the recording system and general ledger and subsidiary ledger reconciliation is timely and properly carried out ;   
• Prepares  and submits to supervisor repayment/loan recoveries including deposits mobilized daily status reports;
• Prepares  and submits to supervisor monthly, quarterly and annually descriptive and financial reports ; 
• 
  

 Education:   

• BA Degree/College Diploma/TVET level 4 in Marketing/ Management/Accounting and Other related fields,

 Experience:  

• 2/3 years of relevant experience, out of which two years in a similar position
• Good knowledge of microfinance business
• Sufficient knowledge of company operation policies
• Considerable knowledge of  banking and marketing management principles and practices
• Knowledge of financial and marketing management principles and practices
• Good communication skills