Branch Operations Officers Talis Consults

Key Relationships:
The Position works closely with the Finance Officer, Microfinance Officers and the Branch Manager to ensure the growth of the Company and its Clients.

Position Summary:
The Branch Operations Officer (BOO) is responsible for managing the till, providing customer care, and handling relevant back-office activities within the business chain of the microfinance sector, specifically focusing on loans and savings.

Key Responsibility Areas:
Till Management:
• Ensure tills are well managed and relevant information is accurately recorded in a timely manner using appropriate documentation.
• Perform all necessary security checks, including verifying customer identification cards and ensuring the legality and validity of submitted documents.
• Daily balancing of the till and reporting the till status to the supervisor.
• Monitor and report any suspected fraud immediately.

Customer Care:
• Greet and welcome clients in a pleasant manner.
• Provide top-notch customer service to all clients.
• Guide clients to the appropriate offices and services.
• Document client complaints and compliments in the Complaints and Compliments Register.
• Forward client feedback to the responsible staff under the guidance of the Branch Manager.
• Make reminder calls to clients regarding installment dues.

Customer Advisory:
• Identify potential clients and inform them of available loan products that fit their needs.
• Provide general services at the till, including depositing, withdrawing, mobile money, and agency banking services.
• Offer advisory services on the microfinance’s products and services.

Back Office Activities:
• Maintain an updated database of clients and service providers.
• Ensure proper recording and filing of logs and reports at the till.
• Assist in organizing for meetings, trainings, conferences, and any other events and activities as needed.
• Carry out the management of office stationery and supplies, ensuring that the station is stocked and supplied with all required assets.
• Implement the microfinance’s policies and procedures in line with the office roles.

Compliance and Reporting:
• Ensure compliance with Nzuri Trust policies and procedures, UMRA guidelines, and other applicable laws and regulations.
• Prepare and submit periodic reports on activities and transactions at the branch.

Miscellaneous:
• Handle any other duties as assigned by the supervisor to support the branch’s operations and business growth.

Personal Specification:
Education:
• A minimum of a Diploma in Business Administration, commerce, economics, microfinance, development studies, business studies, international business, banking, finance, marketing, business computing/statistics or any other relevant field.

Essential Knowledge and Experience:
• At least 1 years’ experience in a similar/related position.
• Cash Management: Understanding of cash management concepts.
• Analytical Skills: Ability to monitor and analyze banking systems to determine when action is needed.
• Communication Skills: Ability to communicate effectively with staff and clients.
• Organizational Skills: Ability to plan and prioritize workload without supervision.
• Attention to Detail: High attention to detail for accurate record-keeping and reporting.
• Highly trustworthy individual.
• Ability to read, count, and write to accurately complete all documentation.
• Prior experience selling products and services is an added advantage
• Excellent customer awareness and good emotional intelligence skills.
• Fluency in commonly used local languages in the NTL area of operation

Other Required Skills & Competences:
• Ability to work for extended times
• Familiarity with the microfinance’s policies and procedures.
• Ability to work as part of a team and adopt flexible working practices.
• Commitment to health and safety for oneself and others.
• Self-driven and result-oriented
• Basic computer skills, including e-mail, word processing and spreadsheets.