Career Opportunities at Affinity Ghana

Job summary

• As the Senior Retail Relationship Officer, you are responsible for managing customer expectations, identifying new business opportunities, and recording daily customer transactions to achieve the assigned asset and liability targets.
• You will grow and retain a portfolio of customers by performing a proactive, mobile, value-adding financial role, ensuring that a full array of customized and relevant financial solutions and services tailored to meet the growth needs and potential of the customers are provided. 

Key responsibilities

• Studies the market to identify the needs and expectations of customers
• Designs and implements techniques for educating old and new customers on the benefits of the new product or service
• Executes sales campaigns to attract new customers to grow the deposit and loan portfolios per assigned targets
• Records transactions of customers using approved forms/templates including the use of digital channels
• Provides prompt personalized and efficient customer service to the Retail Banking
• Customers, deepen existing customer relationships through cross sell thereby increasing asset and liability portfolios
• Maximize uptake of products by existing and new customers through lead generation, courtesy calling and cross selling of asset and liability products

Key skills and requirements

• Excellent interpersonal, oral and written communication skills
• Understanding value prepositions in retail market segments
• Good marketing skills and a general knowledge of sales techniques
• Proficient in the use of computers and software such as MS Word, MS Excel, MS 
• Outlook, and MS PowerPoint. 

Education and professional training

• Bachelor’s degree in Business Studies, Business Administration, Business 
• Management, Commerce, Finance, Accountancy, Banking, or any related field. 
• At least 5 years of work experience in selling deposit and loan products in a bank 
• or other financial institutio

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Job summary

• As the Business Relationship Officer, you are responsible for managing business customer expectations, identifying new business opportunities, and recording daily customer transactions to achieve the assigned asset and liability targets.
• You will grow and retain a portfolio of SME customers by performing a proactive, mobile, value-adding financial partnership role, ensuring that a full array of customized and relevant financial solutions and services tailored to meet the growth needs and potential of the customers are provided.

 
Key responsibilities
Customer Experience 

• Understand the customer – both its operations and the sector it operates in order 
• to provide relevant tailored solutions
• Drive customers to adopt digital platforms to reduce customer friction and service latency
• Interact frequently and closely with all customers to analyze and establish ongoing needs and to assist customers to better understand their financial requirements
• Accurately and efficiently process customer mandates/ documentation requirements
• Demonstrate customer obsession, by ensuring the customer is central to everything
• Ensure customer queries and service requests are done within the shortest possible time
• Develops and maintains good relationship with all clients

 
Sales Growth 

• Develop and implement a customer-calling schedule to visit all customers in the portfolio
• Conduct a full customer value analysis on customers with the view of understanding customers’ businesses and identifying opportunities to bank their ecosystem
• Develop and manage a pipeline of new customers to join Affinity
• Offer solutions (lending, transactional and investment) to customers based on their need
• Ensure that products/solutions offered to customers are fit for their needs and the customers understand the workings of the products as well as pricing. Avoid misselling
• Coordinate with Hub supervisor and Hub coordinator to schedule sales programs and promotion for new markets. 
• Ensure customers are effectively onboarded and retained through their life cycle with Affinity

Credit Risk Management 

• Plan and implement annual credit reviews for the portfolio
• Support customers in the completion of credit application information requirements
• Motivate and process non-pre-qualified credit applications
• Notify customers regarding the approval/ decline of credit facilities
• Monitor of daily customer activities (leveraging on tools provided) to ensure that client facilities are managed within the parameters set by Risk
• Exercising discretion regarding account conduct based on a close knowledge and understanding of customer activities
• Provide first-level defense against deterioration of loan portfolio
• Ensure all covenants/conditions are met by customer before disbursement and on an ongoing basis

 
Compliance and Regulatory 

• Ensure that all KYC and AML requirements and documents are accurate and documents (prior to account opening and on an ongoing basis) adequate for all customers in portfolio. 
• Use customer information proactively in the prevention of fraud 

Key skills and requirements

• Strong selling and relationship management skills 
• Critical thinker with excellent analytical skills 
• A ardent and creative problem-solver 
• Excellent planning skills to ensure effective planning of the portfolio 
• Customer-oriented with an ability to empathize with customers in every situation
• A strong network
• Strong commercial awareness to ensure portfolio is delivering value to the organization. 
• Pays attention to details
• Very decisive and taking ownership 
• Curious mind with a strong desire to learn and adapt to situations 
• Digitally-savvy and a strong desire for driving financial inclusion through digital technology 
• A good understanding of analyzing financial statements and credit risk management 
• Strong quantitative thinking skills 
• Education and professional training
• Minimum of a bachelor’s degree in any area from a recognised and accredited institution 
• At least three (3) years’ experience in relationship management in the SME segment 
• At least one (1) year experience in a credit /risk environment

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Job summary

• As the Retail Relationship Officer, you are responsible providing digitally-forward financial solutions to our mass market customers. In this role, you will manage retailcustomer expectations, identify new opportunities, and record daily customer transactions to achieve the assigned asset and liability targets.
• You will grow and retain a portfolio of customers by performing a proactive, mobile, value-adding financial role, ensuring that a full array of customized and relevant financial solutions and services tailored to meet the growth needs and potential of the customers are provided.

 
Key responsibilities

• Keep and maintain a healthy pipeline of potential retail mass market (unregistered businesses and personal) customers, to whom products and solutions are offered based on their needs
• Responsible for onboarding of customers through medium know your customer (MKYC) and assisting them to upgrade to enhanced know your customer (EKYC)
• Guide prospective customers to self-onboard via the app or onboard them via the agency app
• Educate customers on the use of USSD and other digital platforms to transact 
• Where necessary, mobilize cash from unregistered businesses. This cash should be digitized (e.g. deposited into Affinity mobile money wallet) as early as possible or recycled to customers who may need cash. 
• Participate in sales and activation campaigns to drive customer on-boarding
• Manage a portfolio of personal customers and unregistered businesses, understanding their needs and providing relevant and digital solutions to them. 
• Develop and maintain excellent relationship with all customers, underpinned by sector understanding and being empathetic to the customer. 
• Delivers against individual targets, also contributing to Hub/Branch and companywide targets
• Gather information from customers who wish to borrow and forward to the assigned branch for processing. 
• Provide feedback to hub supervisor/branch sales manager on the activities of competitors 
• Ensure that all KYC requirements and documents are accurate, adequate and up to date 

Key skills and requirements

• Strong selling and relationship management skills 
• Critical thinker with good analytical skills 
• Results oriented and problem-solver 
• Customer-oriented and commercial awareness 
• Pays attention to details. 
• Commitment to achieving financial inclusion using digital solutions 
• Digitally savvy and curious about technology as a tool to solve financial problems 

Education and professional training

• Minimum of an HND or equivalent in any second cycle institution
• 1 year working experience in sales preferably from a financial institution in the same industry

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Job summary

• As the Teller, you are responsible for providing customers with digitally-forward, courteous, and efficient cash withdrawal and deposit services.

Key responsibilities

• Promote and maintain positive relations with all customers and potential customers.
• Provides over the counter advice on handling and completion of relevant bank documentation of clients 
• Operate a teller’s window to serve the customer by: 
• Accepting cash, deposits, and withdrawals, verifying signatures, passport pictures and all relevant features as stated in the operations manual. 
• Receive cheque lodgments from customers and credit their accounts. Pay out cheques and debit customers’ accounts. 
• Balancing cash daily. 
• Ensuring that Teller’s post is under lock at all times. 
• Keep accurate records on transactions and submit cash analysis sheet to the

 
Branch Operations Officer

• Prepare cash transfer slips for cash requisition and cash transfer 
• Account and declare in the appropriate bank forms, all financial transactions including cash handled during the day and prepare appropriate vouchers/entries for authorization by the Branch Operations Officers for posting
• Surrender all cash/monies received over the counter to the Branch Operations 
• Officer for custody and balance end of day deposit and withdrawal transactions
• Prepare teller’s proof sheet, schedule of daily transactions, and report of outstanding balances of accounts and complete error correction register when necessary 
• Maintain the aggregate cash limit of Teller’s box, cash on hand at any given time and safety of cash box and its contents under his/her custody

Private and Confidential

• Affinity Ghana Savings & Loans Limited, all rights reserved
• Sort and bundle bills, wraps them, stamps teller number and initials them
• Act as secondary custodian of the main vault, cash vault and records vault
• Follow all cash handling procedures to secure the safety of client’s money 
• Make concerted effort to solve customer problems. 
• Comply with all department and company policies and procedures 
• Promote the company’s products and services; make concerted effort to consistently cross-sell the products at every opportunity 
• Identify opportunities when interacting with customers and provide solutions based on these opportunities 
• Contribute to the fulfilment of department and company objectives and goals. 
• Carry out any other duties that may be assigned by the Head of department. 

Key skills and requirements

• Ability to communicate effectively to people of different background 
• Ability to interact with all kinds of customers 
• Ability to handle Customers professionally 
• Ability to work well as a team player 
• Ability to exhibit high sense of integrity 
• Ability to be tactful and patient in dealings with customers 
• Ability to empathize with customers 
• Digitally savvy and curious about technology 

Education and professional training

• A minimum of an HND in Finance, Accounting, or related field
• 2 years previous experience in cashiering in banking, lending, or finance company 
• A minimum of 3 years’ experience in customer care in a reputable company or financial institution