Customer Service Officer

About Mutahid Development Finance Institution

Mutahid (meaning United in local language) Development Finance Institution (MUTAHID) was established on April 1, 2011 and initially three MFIs namely Microfinance Agency for Development and Rehabilitation of Afghan Communities (MADRAC), Parwaz Microfinance Institution (PARWAZ) and Mofad Microfinance Company (MOFAD) were consolidated. Later on, three additional MFIs namely Women for Women International Microfinance Afghanistan (WWI), Ariana Financial Services (AFS) and ChildFund Afghanistan Microfinance Limited (CFA MF) consolidated into MUTAHID. The creation of MUTAHID was an opportunity to combine the best components of these consolidating institutions and to preserve the significant investments made over the last few years, to create one larger, stronger and sustainable, best practice MFI based on the core principles of ethics, ideas and hard work while incorporating the lessons learned from the past. Microfinance Investment Support Facility for Afghanistan (MISFA) is supporting MUTAHID directly by providing direction, capacity building and financial resources and while a division of MISFA is run as a separate autonomous operating entity. The management of MUTAHID is ensuring the orderly and judicial transfer of good clients, quality staff and assets of the consolidating institutions.

Job Summary

The customer services officer is responsible for providing information to Mutahid customers in order to promote understanding and maintain good customer relations, to initiate conversation, uncover customers’ needs, to help customers resolve their queries and be responsive to them in an ethical & informative way.

Duties & Responsibilities

1.      Receiving clients and Data Collection:

·        Explaining the loan policies & procedures to the clients.

·        Filling the Comprehensive Financial Services Form (CFSF) to the new clients and attaching relevant documents to the form (NIC/Tazkira, Photos, and thumb impressions).

·        Submitting CFSF forms to MIS department.

·        Registering clients to M-Paisa, filling M-Paisa & Roshan forms for each client.

·        Collecting the repayments from clients.

2.      Generation of Accurate Reports:

·        Prepare the following reports:

o  Daily:

·        Providing daily reports to Area manager on daily activities.

·        Updating financial services officers for their active clients and delinquent clients.

·        Providing reports of loan balances, payment listing to Financial Services officers.

·        Depositing the repayments to the Bank and reporting to Finance department.

o  Weekly: 

§ Maintaining a filling system for M-Paisa clients’ application forms.

§ Preparing M-Paisa reports after loan disbursements & reconciling the reports with Area Manager and MIS Coordinator.

§ Reporting to finance for all loan summaries (repayments, penalty, and write off).

o  Monthly:

§ Monthly reconciled reports of M-Paisa registration and disbursements to operations & MIS department.

Job Requirements

Education: A Diploma or Degree with computer courses

Knowledge: Accounting, MS Office, Virmati, Credit software, EPA

Knowledge: Microfinance Operations

Accuracy                                                 Problem solving           Organizing                Attention to detail

Logical in presenting ideas                Coordinating                Customer Service   Team work                                       Communicating clearly/concisely    Time management      Planning                   Written/oral English

Submission Guideline

The application package, only acceptable in English or Dari languages, should, comprise of your latest up-to-date resume and cover letter explaining your interest and suitability for the position, indicating your earliest joining date, if selected.

Interested candidates should submit their application package only via email with the subject “Mutahid OA0354” to vacancies@mutahid.org.af . Due to the expectation of a large number of applications only shortlisted candidates would be contacted.

Equal Employment Opportunity

Functional Area

Banking

Countries

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