Finca Tanzania Jobs

Branch Manager

Mon, 05 Dec 2011 13:19:17 -0500

Brief Description of Post:

The Branch Manager is a senior member of the Operation Department. As such, s/he participates actively in regular Branch Manager’s management meetings with the Chief Operations Officer, and leads meetings at the Branch office. As senior manager in charge of a Branch office, s/he is responsible for all aspects of the Branch office’s loan delivery and customer service and processes, Human Resources Management, plans, and controls as well as the to oversee the overall security of the region.

Role: To design and supervise the implementation of the Branch business plans in line with the organisational objectives.

1) Key Responsibility Areas

To Plan, Monitor and implement the disbursement processes as per set disbursement standards mainly focusing on quick service delivery and efficiency.
Plan and Monitor portfolio growth, quality and outreach as per Branch targets.
Compile, Analyze and provide weekly, monthly and quarterly reports to the Head Office as per Branch reporting requirements.
To Monitor and evaluate the work of the Supervisors as per the Human Resource Manual.
To monitor and implement staff adherence to policies and procedures in line with the credit, savings and Human Resource Manuals.
To Identify, assess, monitor and respond to customer concerns through use of the Standard customer care survey tools.
To carry out administrative roles with regard to operational activities as per set administrative policies and procedures.

2) Major Activities:

Maintain and promote the image of FINCA Tanzania.
Expand and increase the clientele base and business volume of the Branch office.
Supervise the day-to-day operations of the Branch office.
Supervise and effect quality service delivery within the Branch with minimum turn around time.
Mentor and manage staff in accordance to the policies and procedures.
Ensure all controls are adhered to at the Branch office.
Check all village bank inaugurations and disbursements to ensure that regulations and requirements are adhered to in processing and disbursement of loans.
Increase the organizations profitability by maintaining a high portfolio quality and ensuring that all loans are recovered.

3) Qualifications

A University Degree preferably in Commerce and Management (B.Com), Business Administration (BBA) or Banking. MBA is an added advantage.
At least 3 years Credit Supervisor or Accountant work experience in a recognized Micro Finance Institution or Commercial Bank.
Ability to manage and motivate staff.
A sound knowledge of Micro Finance, principles and practices of banking.
Computer Literacy

4) Key Responsibilities

Internally – with all staff at the Branch office on the day-to-day operations relating to managing, advising and motivating them.
Internally – with all staff at the head office and other Branch offices.
Externally – with customers on a day-to-day basis relating to quality of services and effecting payments, company Legal Counsel for legal advice and commercial banks to ensure FINCA Tanzania and its customers are getting a good service.

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Customer Service Officer

Thu, 03 Jan 2013 05:22:08 -0500

CUSTOMER SERVICE OFFICER

JOB DESCRIPTION

FINCA TANZANIA

Immediate Supervisor : Back Office Supervisor

Duty Station : FINCA branches

Brief description of the job:

The Customer Service Officer is responsible to resolve disputes for all customers’ complaints, queries and to interact with customers to provide and process information in response to account opening and request about product and services.

Main job responsibilities:.

Deal directly with customers either by telephone, electronically or face to face

Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints; complete audits; identify customer service trends; determine system improvements; implement change within agreed timelines

Keep detailed records of customer interactions and transactions, record details of inquiries, comments, and complaints, record details of actions taken

Process customers’ transfers with proper approval from the supervisor

Perform customer verifications, open new accounts, follow up of pending/missing documents, maintain customer account data/records for both loan and savings by updating client information

Determine customer service requirements by analyzing customer needs; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications

Improve customer service quality results by studying, aid the branch manager in ensuring that all relevant standards within the customer care are met

Prepare daily, weekly, monthly statistical reports as appropriate

Recognize potential customers and other sale opportunities on behalf of the company

Create and maintain a positive, supportive, customer oriented environment for all FINCA and non-FINCA clients

Perform any work allocated by the Branch Manager/Supervisors from time to time

Meet the objectives and performance measures agreed by the Branch Manager

Mandatory experience/Technical Skills

Listening Skills
Problem analysis and problem solving
Attention to details and accuracy
Stress tolerance

An in-depth understanding and experience of the operations of a customer care division.

A minimum of one year relevant work experience in the customer care area.
Excellent communication interpersonal skills both verbal &written which will enable you to deal with external and internal parties in a professional manner, developing solutions and communicating these across the organizations as efficiently as possible
Possess well developed analytical skills which enable you to:

Clearly identify and define issues that are being raised by customers
Undertake any required review of complaints to a high professional standard
Make recommendations in relation to resolutions of customer care
Contribute to discussion & development of consumer policy

Can demonstrate sound oral and written communication skills which enable you to

Deal with complaints in a professional and timely fashion
Deal with difficult situations in a friendly manner and strive to find a speedy solution.

General Requirements:

Possesses Self Management skills and the motivation to be able to :

Efficiently organize your own time
Assess priorities within your own area of responsibility
Handle routine work with limited supervision

Is a versatile self starter who demonstrates:

Customer service orientation
A positive attitude towards their work
Willingness to work as part of the team
An ability to build and maintain good networks internally and externally.

PERSONNEL SPECIFICATIONS

Knowledge and Education:

Diploma in Business Studies, or Management Studies from an accredited college or University

Computer literate in Microsoft office package.

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Loan Officer - Multiple Locations

Mon, 28 Nov 2011 12:09:22 -0500

The Loan Officer will identify potential groups/individuals and conduct promotion and training in order to form Village Bank group clients or Business loan clients. Conducts guided research, and prepares analytical summaries, tables and charts used to support decision making on credit worthy projects. Works within clearly defined policies and practices on complex tasks.

Degree or Diploma in Economics, Education, Sociology or Social Sciences

One year’s experience in teaching, community development, work or banking will be an added advantage.

Competent in the use of MS Office products, such as MS Word and Excel

Honest, neat and professional in appearance.

Maturity, tact and the ability to quickly explain procedures and policies to clients.

Excellent math skills are a requirement for this position. Candidates will be required to show successful math scores.

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Savings Representative

Thu, 20 Dec 2012 01:31:11 -0500

FINCA TANZANIA

Job Description

Job Title: Savings Officer

Department:

Reports To:

Prepared/Updated Date: November 28, 2012

Savings Officer

The main role of Savings Officer is to support the growth of Savings volume in the branch level, by mobilizing accounts from the field.

Together with the Branch Manager draw the monthly action plan for the field promotion activities;
Implements the schedule of action plan agreed at the beginning of the month and provide daily feedback to his/her direct supervisor by filling our daily reports as applicable. ;
Sells and cross sells all the savings accounts accordingly and other alternative delivery channel products as applicable, such as, Access Cards, Money Transfer, Mobile Money, etc.;
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;
Responsible to represent and comprehensively explain FINCA Subsidiary mission and vision and all other products to the potential customers;
Must have excellent product knowledge of FINCA Subsidiary products and other competitors in the market, as well as its his/her responsibility to stay updated with the changes related the products’ features that might occur and provide a transparent information to the potential customer;
Responsible to achieve the personal monthly targets both, in numbers and volumes;
Follows up the and makes sure that the accounts activated by the branch are actively used by the customers;
Keep record of the data collected in the field on a predefined template;
Reports and provides feedback to the Branch Manager/Savings Supervisor.
- Working with the Branch 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
- Training branch staff and ensuring their updated knowledge of all Savings Products
- Any other responsibilities required by the Branch Manager or Savings Manager in line with FINCA policies.

KEY PERFORMANCE INDICTATORS

ü Savings Volume

ü No. of Savings Clients

ü Average Savings Balance

ü No. of Dormant Accounts

ü Execution of Personal Sales Plan and savings targets

I. IDEAL CANDIDATE PROFILE

Qualifications and Experience

Diplomain Business,Marketing or a related field required; Degree is advantage.
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

To perform the job successfully, an individual should demonstrate the following competencies:

Critical Competencies and Qualities

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.

Salary Range:
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Teller

Thu, 26 Jul 2012 09:04:48 -0400

Title: Bank Teller

Job Description

Reports to: Back Office Supervisor/ Branch accountant/Branch Manager

SPECIFIC DUTIES AND RESPONSIBILITIES

Operate a teller window to serve clients.
Receive cash deposits of loan repayments and disburse/recap cash.
Verify cash received/paid.
Offload cash from till.
Daily cash balancing.
Cash deposit with a commercial bank.
Generate reports.
Report cash differences.
Be security conscious.

GENERAL AREAS OF RESPONSIBILITY

Receive cash in form of savings deposits, loan repayments and any other fees or charges related to loans.
Pay cash through recaps to groups
Thoroughly verify cash in the physical presence of the other party/customer/back office supervisor/other teller (note by note and coin by coin) and where doubts exist inform concerned.
Loan repayments to be received across the counter and update the transactions instantly on the village bank group or individual client loan account.
loan disbursement to be done at a FINCA Tanzania authorized centre
Teller to observe till limits, whenever a teller accumulates cash in excess of the established till limit notify Back Office Supervisor or Branch Accountant to offload cash.
Count cash on hand and balance the day’s accounts. A teller must ensure that figures and total balances reflected by the system match with physical cash at hand at close of business on a daily basis.
Teller to notify the Back Office Supervisor about any cash differences/counterfeit notes. Excess cash must be declared.
At a close of business or during the day where business is low the Back Office Supervisor or where there is no Back Office Supervisor, the teller is expected to transfer a lump sum of excess cash to a FINCA Account in a nearby commercial bank.
Every teller must generate teller transaction list which shows all the transactions posted on clients’ loan accounts on daily basis.
Generate a teller balance report which shows net cash closed with and a breakdown by totals of amounts received on loan repayments, other deposits like loan refunds, loan recoveries of written off loans, etc
Note and verify significant information as required by policy/procedure.
Maintain favourable customer relations through proper handling of all collection and disbursement functions.
Exercise discretion, judgment and initiative regarding transaction problems and inquiries.
Direct customers to appropriate employees for answers to only the most complex problems or enquiries.
Attention to details is most important because mistake can be costly and where money is concerned, customers naturally have a great interest in ensuring their money is handled correctly.
Any other duties assigned by supervisor.

Personal Specifications:

Diploma from a recognised institution is a must.
Requires a level headed and friendly individual who is good with numbers and has the ability to work well under pressure at all times.
Ability to always remain calm and professional since s/he is visible face of the organization
Must be computer literate.
Accuracy is absolutely essential–when dealing with money and computers
Should be honest, neat and tidy in appearance.
Tellers must feel comfortable handling large amounts of cash
Maturity, tact and the ability to quickly explain procedures and services are important in helping clients complete transactions.

Salary Range:
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