SME Customer Service Adviser

Supervisor: Director of Operations
Location: Dakar
Unit: Headquarters

General objectives
The objective of the SME Customer Service Adviser position is to exploit and develop a customer portfolio and to prospect with a permanent concern for quality of service, profitability and risk control.
Key responsibilities

  •  Develop and optimize the portfolio’s GNP and profitability
  •  Ensure customers’ files are up to date
  •  Build customer loyalty and seek new prospects
  •  Address customers’ requests
  •  Advise customers and prospects on banking products and services
  •  Promote and sell products and services
  •  Monitor customers’ profitability trends
  •  Appraise and control commercial risk
  •  Maintain good portfolio accounts
  •  Manage accounts receivable, irregular accounts, dormant accounts and frozen accounts. Send reminders and queries to dormant and/or irregular account holders
  • Review and renew applications for financing
  • Maintain the portfolio renewal schedule
  • Monitor the collection of various fees and commissions (fees and other expenses)
  •  Provide follow-up on the clearance of due guarantees
  •  Make use of the directives and reports from the Director General’s office and other departments
  •  Handle any other duties assigned by management
  • Comply with ethical rules

Performance indicators

  •  Level of achievement of set objectives
  •  Mastery of portfolio commitments
  •  Rate of customer portfolio satisfaction
  •  Timely renewal of due applications
  •  Customer loyalty established
  •  Compliance with periodic returns

Training and experience

  •  4/5 years of post-secondary education
  •  At least 3 years of proven experience with firm knowledge of the market

Technical skills:

  •  Results-oriented with a good sense of marketing
  •  Knowledge of corporate finance
  • Good knowledge of financial analysis and marketing techniques
  • Mastery of banking transactions
  • Good ability for personal organisation and a sense of initiative

Behavioural skills

  •  Commitment 
  •  Self-awareness
  •  Communication 
  •  Relationship building/Team spirit
  •  Resilience 
  •  Accountability
  •  Customer centricity

Career history
 SME Customer Service Adviser – Head of Agency – Manager