About FMFB-A:
As a background, FMFB-A started its operation in 2004 and is part of the Aga Khan Agency for Microfinance (AKAM), which has financial institutions operating in different countries throughout the world. It is affiliated with the Aga Khan Development Network (AKDN), a group of development agencies working in health, education, culture and rural economic development.
Job Summary:
This role sits at the very core of FMFB-A business and customer services. The Client Relationships Officer role play an integral role in Handling customer services and directly dealing with customer services. The incumbent of this position is responsible to respond customer queries, providing account statements including loan schedules to customers, provide account statements, account opening forms to customers, cross sell and up sell banking products and services to customers including Online Banking, ATM cards, Mastercard debit card and Credit cards.
CRO shall be the focal point for customers to contact and he/she must ensure excellent customer services provided to customers and also very patiently and politely explain bank product and services to potential customers of the bank. Following will be specific responsibilities of CRO position.
Job Details:
| Title | Client Relationship Officer | # of Vacancies | 1 |
| Nationality | Afghan | Grade, Salary | As per the Bank salary scale |
| Duration | Permanent | Closing date | November 10, 2024 |
| Type | Full Time | Gender | Male / Female |
| Vacancy. # | FMFB-HR-0154-2024 | Location | Darwaz Branch |
Duties and Responsibilities:
- Welcome all the clients/customers in the bank with a very polite and highly professional manner.
- Received Customer documents and official documents including letters/application letters from corporate customers/borrowers.
- Listen to customers attentively and respond to their queries.
- Handle customer complaints and take appropriate actions to resolve them to achieve customer satisfaction within bank policies and guidelines.
- Supervise assistant/junior CROs (if any) to ensure world class customer service is available in branch.
- Provide account statements, loan schedule statements, account opening forms, KYC form and help with filling MELD Forms
- Assist and guide customers with filling the forms, ensure simple and understanding language is used for various customer to help them with better understanding of bank products and services.
- Call customers to provide information and update customers on their pending queries from the bank.
- Maintain contact details of high net worth customers/borrowers and big depositors, ensure to send bank greetings on several happy occasions during the year.
Cross Selling Responsibilities
- Cross sell Bank ATM cards, Mastercard debit card and Credit Cards to depositors and loan clients during their visit to branch.
- Explain bank facilities, convenience and benefit of cards to customers to educate about services and make sure the card issuance targets are achieved by branch.
- Promote Online Banking services of the bank to existing and potential customers of the bank, encourage customers to use Online Banking.
- Ensure up selling and crossing selling of bank products and services to existing and potential customers.
Account Opening and KYC Responsibilities
- Assist the customers with filling bank accounts in the branch.
- Take interview and fill KYC forms of the customers in the branch.
- Update KYC forms of all customers and make sure account documentation is completed.
- Ensure to complete KYC requirements for accounts on regular basis.
- Contact and call customers for missing documents and ensure customer documentation is completely hand over to Branch Assistants.
AML and CFT Responsibilities
- Review documents of customers and as first line of defense in case of any suspicious transactions or blacklisted customers should be reported to Branch Management.
- Check and print customers information in Acuity Watchlist and print the results to be included with the account documentations.
- Report fund transfers, illegal source cash deposits or suspicious persons visiting the bank to Branch Manager if noticed as customer service is always in the front line.
- Update Branch Notice Board with the official announcements for customers and general public.
Other tasks
- Ensure bank policies and procedures are followed.
- Any other additional responsibility given by supervisor.
Qualifications:
- Having bachelor degree in business administration, economics, finance, accounting, management with 1 years’ experience or Baccalaureates with 2 years working experience.
- the experiences should be relevant to the field or in similar to field.
- Have excellent verbal and written communication skills of English and local languages.
- Be organized and able to prioritize workload.
- To meet deadlines to promote customer service.
- Be able to respond to customer demands and solve problems.
- Be well motivated, enthusiastic and able to work on initiative and be able to have fun.
- Be able to think bigger picture and appreciate where the role fits into the business.
- Presentable dressing, extrovert in nature, open minded person, patience and good listener.
- Good computing and accounting skill.
Submission Guideline:
If you meet the above requirements, we are encouraging you to apply for this position. Please send us your CV along with a cover letter via email at (vacancies@fmfb.com.af).
Please make sure that your email includes the vacancy ID as the subject line.
Note that, only the candidates who are meeting the requirements of the position will be shortlisted.