🇸🇱 Job Vacancy @ Brac – Customer Relation Officer

Career with BRAC Microfinance Sierra Leone Limited

BRAC Microfinance Sierra Leone (SL) Limited (BMSLL) was launched in 2008 and has grown to become the largest microfinance institution in the country. Our mission is to responsibly provide a range of financial services to people at the bottom of the pyramid. We particularly focus on women living in poverty in rural and hard-to-reach areas, to create self-employment opportunities, build financial resilience, and promote women’s entrepreneurial spirit by empowering them economically.

Our core products include a group-based microloan provided exclusively to women, and small enterprise loans for entrepreneurs seeking to expand their businesses. We also provide loans for low to moderate-income jobholders who are often unserved by mainstream banks.

In all our endeavors, we adhere to the Universal Standards for Social Performance Management and the Client Protection Principles, placing clients’ well-being at the Centre of everything we do to achieve our social mission.

Position:  Customer Relation Officer (15 Positions)

JOB PURPOSE:

• The main purpose of the role is to deliver Pre-disbursement orientation training at the branch level, deliver financial literacy training at the office and at the field level and ensure that customers’ feedback is managed in a timely manner in accordance with BRAC Microfinance (SL) Limited (BMSLL) Client Feedback Management Mechanism.

• Help implement the process for the Client Feedback Management System.

• Attend all customer feedback that is received through the Toll – Free line/ WhatsApp/ Direct call/ face-to-face.

• Collect and compile customer feedback from all channels.

• Support field-level staff with all customer service issues and build their capacity to be more customer-centric and products and services delivery.

• Analyze client feedback and produce periodic reports to management.

• Submit reports related to financial literacy as needed

MAJOR RESPONSIBILITIES:

• Respond quickly to client’s feedback which is registered either verbally or through telephone in the best ways that address the concerns of the client.

• Record feedback in the complaint register and complaint database for reporting.

• Escalate to the appropriate manager for more serious issues. Report and escalate unresolved issues to management as needed.

• Follow up on clients to ensure proper complaints resolution and customer satisfaction. Update the database/register when a complaint is resolved.

• Ensure that clients’ feedback are collected and resolved in the Client Complaint register on a regular basis.

• Analyze complaint trends and prepare periodic reports/ the Country team for further reporting.

• Help develop and implement client exit interview forms and audit tools to monitor and mitigate client dropouts.

• To check all clients’ loan documents before the loan disbursement.

• To attend all the enquiries raised by the visitors in the branch office in consultation with the Branch Manager.

• Perform other related duties as assigned by the line managers.

• Conduct Pre- Disbursement Orientation (PDO) to all clients before Loan disbursement at the branch.

• Conduct Financial Literacy Training (FLT) for selected participants as guided in the selected locations.

• Support clients with any information they may require about BRAC, and the services offered.

• Develop and report on financial literacy as needed e.g. on attendance

SAFEGUARDING RESPONSIBILITIES:

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.

• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.

• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

EDUCATIONAL REQUIREMENTS: 

Bachelor Degree / Diploma in any discipline (business related education would be an added advantage)

EXPERIENCE (required):

• At least a year professional experience in Customer Service in the microfinance sector or related field

• Exceptional experience in negotiation and communication skills.

• Microfinance operation background.

• Strong experience in delivering quality services to diverse customer segments e.g. disadvantaged groups especially women.

• Able to work well with diverse team members

KNOWLEDGE, SKILLS & COMPETENCIES: (required)

• Diploma/Degree in any discipline and the business related field would be an added advantage.

• Positive attitude, patience & adaptability

• Problem Solving & Organizational Skills

• Microsoft Office (MS Word, MS Excel)

• Ability to handle multiple tasks with minimum supervision

• Proven customer support experience

• Planning and organizational skills

• Report-writing skills

• Good team player

• Pro-active

• Behaviours

• Receptive, polite, and accommodating

• Calm and patient

• Regular and punctual at work, punctual at meetings and other official appointments

• Respectful and honest

• Devoted and committed to work

EMPLOYMENT TYPE: Full Time

JOB LOCATION: Country Wide

Makeni Region Addresses

1. Masuba Branch Office – 42 Masuba Road , Makeni
2. OIC Ropolo Branch Office – 42  Tecko Road , Makeni
3. Magburaka Branch Office – 2 Jawara Drive ,New London , Makeni Road, Magburaka
4. Wara Wara Branch Office – 10 Immam Street , Bankolia Kabala, Koinadugu
5. Looking Town Branch Office – 5 Jibrilla Street , Looking town,  Makeni
6. Kono Area Office – 29 Hill station, Kainkordu road Koidu Town, Kono
7. Koquima Branch Office – 61 A Masingbi Road, Lebanon Koidu Town, Kono
8. Masingbi Branch Office – 1 Magburaka Road , Masingbi,Tonkolili
9. Karene Branch Office – 53 Looking Town, Kamakwie City
10. Matotoka Branch Office – Kono Highway , Matotoka

Freetown Region Addresses

1. Aberdeen Branch Office – 63 Murray Town Road Free Town
2. Kroo Town Branch Office – Dungan Street, Off Campbell Street
3. Dwazack Branch Office – 3A George Brook Dwazark
4. Wilberforce Branch Office – 37 Spur Road Wilberforce

1. Goderich Branch Office – 24 Peninsula Road Levuma Beach Juba Goderich
2. Hill Station Branch Office – 8 Leicester Peak Road Hill Station
3. Fullah Town Branch Office – 71 Kissy road
4. Kissy Bye Pass Branch Office  – 24  Pyke Street Kissy Bye Pass
5. Tagrin Branch Office – 143 Ferry Road, Royema, Lungi
6.  Grass Field Branch Office – 23 Old Railway Line, Brima Lane
7.  Calaba Town Branch Office – 346 Bai Bureh Road Calaba Town
8.  Jui Branch Office – 35 0ff Jui Road, Kossoh Town, Regent Highway

Bo Region Addresses

1. Moriba Town Branch Office – 47 Fatmata Street, Sewa Road Section, Moriba Town, BO
2. Kandeh Town Branch Office – 36 Dr. Wusu Sannoh Street, Kandeh Town, BO
3. Torkpoi Town Branch Office – 25 Jah Street, Salina Section Torkpoi Town Bo
4. Pujehun Branch Office – Jah Street, New Site, Pujehun Town, Pujehun
5. Mile 91 Branch Office – 17 Old Police Station Road, Mile-91, Tonkolili.
6. Moyamba Branch Office – 18 Maada Hagba Road, Moyamba Town, Moyamba
7. Small Bo Branch Office – 72 First One mile, Blama Boajibu Road
8. Blama Road Branch Office – 18 Hotagua Street, Blama Road Kenema
9. Kailahun Branch Office – Tenneh Lodge, 80 Buedu Road, Gbomo Town, Kailahun
10. Segbwema Branch Office- 40 Gbaiima Road, Taima , Segbwema, Kailahun
11. Pendembu Branch Office – Kussia Laa, Mofindor Street, Pendembu, Kailahun
12. Bo    –  P.O. Box No. 31 – Bo Postal Building, 2 Mattru Road, Bo
13. Kailahun – P.O. Box No. 10 – Kailahun Postal Building, 11 Pendembu Road, Kailahun

Waterloo Region Addresses

1. Waterloo I Branch Office – 8 Leden Streets,Post Office, Waterloo
2. Waterloo II Branch Office – 73 Main Motor Road Town (Old Morabi Road) Waterloo
3. Waterloo III Branch Office – 20 Benguima Road,Tombo High Way, Waterloo
4. Tombo Branch Office – 42 Main Road Kissie, Tombo
5. Port Loko Branch Office – 51 Barracks Road (Alama Bridge), Portloko
6. Lunsar Branch Office – 13 Portloko Road, Lunsar
7. Kambia Branch Office – 3 Barracks Road, Kambia-2
8. Rokupr Branch Office – Back Of Bamoi, Rokupur Road, Konta
9. Waterloo – Waterloo Post Office – BRAC Application Box

If you feel you are the right match for the above-mentioned position, please follow the application instructions accordingly:

Interested candidates need to send a letter of interest indicating the title of position applied for, updated CV mentioning educational grades, through email to

[email protected]

OR by hand to any of the addresses above OR our BMSLL Country Office – 2 Samuel Bannister Drive, Wilberforce, Freetown.

Only completed applications will be accepted and shortlisted candidates will be contacted.

Application deadline: 10th February, 2023

BRAC Microfinance (SL) Limited is committed to safeguarding children, young people and vulnerable adults, and expects all employees and clients / beneficiaries to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation – regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment process includes extensive reference and background checks, self-disclosure of prior issues regarding sexual or other misconduct and criminal records and our values are a part of our Performance Management System.

BRAC Microfinance (SL) Limited is an equal opportunities employer.