Junior/Trainee Customer Service Officer

bout 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:                                 Junior/Trainee Customer Service Officer
• Reports to:                               Branch Manager
• Department/Service:                Operation

Job Description

The Junior/Trainee Customer Service Officer responsible for familiarizes with overall company and branch operations, gathers macro and micro economic performance data from various sources and   organizes and practices identification of potential money savers.

MAJOR DUTIES AND RESPONSIBILITIES

• Familiarizes with company saving & credit manual and branch operations;
• Orients clients on savings and loan utilization;
• Practices in the identification of possible high value depositors, institutions/organization and individuals;   
• Assists in the evaluation of customer survey feedback implications ;
• Assists in the coordination of client orientation concerning savings products available with special emphasis to client value propositions;  
• Assists in monitoring that every saving deposit and withdrawal is captured in the recording system and subsidiary ledger reconciliation is carried out on monthly basis;  
• Assists in collecting  data on saving and preparations of  monthly reports;
• Assists  in the design of  clients exit survey tool preparation to capture feedback from withdrawing clients so as introduce appropriate policy and procedural changes;
• Collects  data on  dormant and inactive accounts and clients passbook entry practice when as required;
• Promote company saving products properly, and perform saving mobilization activities daily
• Collects and compiles data on saving and prepares and submits monthly reports to supervisor  incorporating  challenges encountered and improvement recommendation;
• Ensure timely collection of box savings, ensures that mandatory savings are made before loan according to the policy of the MFI;
• Checks reference of borrowers and other details those are conditional for granting loan;
• Fills out disbursement request forms, loan agreements and hands over to the Branch Manager for checking;
• Clients follow up before and after disbursement;
• Strict follow up default and unpaid loans and take necessary measures;
• Reports to the Branch Manager on delinquent or problematic clients; 
• Produce weekly, monthly and quarterly operation reports;
• Keeps records of clients address and traces of defaulters latest address;
• Assists in gathering data required for preparing follow-up reports groups and centers; Ensure timely collection of loans and interests;

 Education:   

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

 Experience:  

• Zero year 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