Job Openings at FINCA Microfinance Bank

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FINCA is a leading international Microfinance Institution offering financial services and products to small scale businesses that have been turned down by traditional banks, so that these businesses can start, grow, and diversify with resulting increases in family income, nutrition, employment and well-being. FINCA pioneered the "Village Banking method of credit delivery, now used by hundreds of organizations worldwide. Our programs reach low-income people in more diverse countries than any other microfinance provider. We are recruiting to fill the following positions below in Imo State:     Job Title: Service Desk Analyst Location: Owerri, Imo Summary

• FINCA Nigeria is recruiting to fill the position for Service Desk Analyst (SDA). The SDA reports directly to the Information Service Manager or as may be assigned.
• The SDA is responsible in the management of calls, incidents and orders, following the ITIL standards to resolve technical queries.
• The SDA shall provide support to customer raising issues with IT department and own the ability to learn technical concepts quickly in order to deliver world class customer service.

Essential Duties

• Provide an efficient single point of customer contact with IT regarding incidents and service requests through the available communication channels (phone, email, call management systems).
• Deliver first line IT support function and services (online) to the business. Online services include password reset, user accounts locking / unlocking, force user logouts, statement queue maintenance, process and general inquiries.
• Identify and collect sufficient information from customers regarding incidents and service requests through smart initial analysis.
• Ensures that all reported or identified incidents and service requests are logged into the relevant call management systems, in order of category, prioritized and assigned to the right resolver team, either internal or external, including vendors.
• Alert business and other relevant stakeholders of high impact incident through service exception alerts, service exception reports and the internal IT incident white board.
• Solicit for feedback and completion estimates from resolver groups and provide regular updates to customers regarding incidents and service requests.
• Identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date by identifying process improvements where possible
• Drive forward the continuous improvement of the Africa FINCA Services function by championing change and creating, amending and vetting the knowledge.

Qualifications

• Bachelor degree in Computer Science or the equivalent.
• Minimum of 1-2 years’ work experience in a help desk and telephone utilization function.
• Proven ability in effective communication.
• General experience in office administration

Competencies:

• General Knowledge of a wide range of group products, services and applications relevant to the area Knowledge of SLA’s and working to meet deadlines
• Experience of working within a customer service environment.
• Awareness of industry standard accreditations
• Previous helpdesk experience and utilization of telephone.
• Working knowledge of call, incident, order and change management. Knowledge of IT infrastructure Library (ITIL) processes and procedures.
• General awareness of the bank’s products, services and policies.
• Analytical - Synthesizes complex or diverse information; Uses intuition and experience to complement data.
• 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 emotional topics.
• Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments. Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; continually works to improve supervisory skills.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Experienced in performance development.

Application Deadline  6th March, 2018.     Job Title: Savings Officer Location: Owerri, Imo Job Level: Entry level Job Brief

• We are recruiting for Savings Officers to join FINCA Microfinance bank Limited, Owerri, Nigeria.
• This is an entry level position with a direct report to Customer Relationship Supervisor or as may be assigned.
• The Savings Officer shall be responsible with the cross-selling of the organization’s financial products and support the development of delivery channels and front-end technology to improve client’s access to financial services.
• S/he shall manage voluntary savings accounts as well as initial savers who would eventually patronize FINCA loan products.
• S/he shall also support day to day management of third party agents and the development of our institutional capacity to grow our agent network.

Essential 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 product 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/Savings Supervisor.
• Work with the Branch Manager and Sales Supervisor to create and present 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.

Qualifications and Experience

• Bachelor's Degree/HND with minimum of 2nd Class Lower (2.2) or Credit in Business, Marketing or related discipline.
• Minimum of 1 year experience (NYSC Inclusive) in a client facing sales role shall be an added advantage.
• Strong customer orientation.
• Ability to sell and cross-sell large range of products, with strong ability to follow up and be consistent in his/her actions.

Critical Competencies:

• Analytical Synthesizes complex or diverse information; Uses intuition and experience to complement data.
• 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 emotional topics.
• Technical Skills Strive to continuously build knowledge and skills; Shares expertise with others.
• Interpersonal Skills Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others’ ideas and tries new things.
• Teamwork Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interest; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Motivation Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Task calculated risks to accomplish goals.
• Planning/ Organizing Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Set goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Application Deadline  2nd March, 2018.     Job Title: Credit Officer Location: Owerri, Imo Job Level: Entry level Job Brief

• We are recruiting for Credit (Loan) Officers to join FINCA Microfinance bank Limited, Owerri, Nigeria.
• This is an entry level position with a direct report to Customer Relationship Supervisor or as may be assigned.
• The Credit Officer shall be responsible to effectively develop, manage and maintain high quality loans and savings portfolio.
• S/he is also responsible in the close monitoring of repayment behaviours and ensure to keep the savings portfolio active.

Essential Duties and Responsibilities

• Partner with Team Leader in developing weekly/monthly plans with regards to client mobilization and individual performance goals.
• Maintain a good knowledge of assigned market geographical area and understand clients need with competing products.
• Research and develop business opportunities within assigned geographical zone and assist marketing department with market research and impact studies upon request.
• Market all FINCA Products and Services to potential clients by using the promotional tools as approved by management.
• Responsible in acquisition and management of loans and savings portfolio; Loan initiation, processing, monitoring and repayment.
• Conduct a thorough loan analysis to ascertain customer’s payment capacity and willingness; evaluate the credit risk before Credit Committee Meetings.
• Reduce liquidity risk by aggressively reducing dormant savings accounts.
• Ensure each loan disbursed are in compliance with FINCA lending procedures, policies and methodology.
• Prepare and present report as assigned by your Team Leader/ Branch Manager.
• Compile credit files with required documentation and hand over to back office staff for processing.

Qualifications and Experience

• Bachelor’s Degree/HND with minimum of 2nd Class Lower (2.2) or Credit in any related discipline.
• Minimum of 1 year experience (NYSC Inclusive) in a client facing sales role shall be an added advantage.
• Strong customer orientation.
• Basic mathematical and analytical skills required.

Critical Competencies:

• Analytical Synthesizes complex or diverse information; Uses intuition and experience to complement data.
• 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 emotional topics.
• Technical Skills Strive to continuously build knowledge and skills; Shares expertise with others.
• Interpersonal Skills Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others’ ideas and tries new things.
• Teamwork Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interest; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Motivation Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Task calculated risks to accomplish goals.
• Planning/ Organizing Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Set goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Application Deadline  2nd March, 2018.   How To Apply Interested and qualified candidates should send their Applications and Resumes (Ms word or Pdf format) to: [email protected] Or [email protected] Stating the "Job Title" as the subject of the mail.   Note: Candidate Must be willing to relocate to Owerri, Imo State, Nigeria, all selection process; Aptitude Test and Interviews shall be conducted in Owerri, Imo State Nigeria.

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