Job Title: Customer Service Officer
Location: Accra, Ghana
Employment Type: Full-Time

Company Profile

BRAC Ghana Savings and Loans Ltd (BGSL) is a leading microfinance institution dedicated to empowering individuals and communities through accessible financial services. We foster a welcoming and professional environment that values integrity, client focus, and continuous growth.

Job Summary

The Customer Service Officer will serve as the first point of contact for clients, providing excellent service while supporting operational, commercial, and administrative activities. This role ensures seamless customer experiences and contributes to the overall efficiency and compliance of branch operations.

Key Responsibilities

Front Office & Client Service

• Welcome clients and visitors, managing inquiries professionally and directing them appropriately.
• Handle incoming calls, emails, and correspondence with courtesy and accuracy.
• Open new customer accounts and maintain updated client records, including loan and deposit applications.
• Educate clients on BGSL products and services to enhance engagement and satisfaction.

Operations & Controls

• Review client files for loan processing, ensuring completeness prior to loan committee meetings.
• Supervise contract signing between clients and the institution.
• Maintain proper documentation and filing in line with company policies and procedures.
• Support internal controls through accurate record keeping and reporting.

Commercial Activities

• Promote BGSL products and services to existing and potential clients.
• Participate in field marketing and client acquisition initiatives.
• Identify customer needs and provide insights to management for product development.
• Support deposit mobilization initiatives at the branch level.

Administrative Support

• Coordinate meetings, including loan committee sessions and staff planning meetings.
• Maintain organized filing systems and branch documentation.
• Monitor staff attendance and maintain movement registers.
• Support procurement activities within the branch or region.

Reporting & Compliance

• Prepare daily, weekly, and monthly operational reports.
• Ensure compliance with company policies, procedures, and code of conduct.
• Address client complaints professionally and escalate issues as necessary.

Safeguarding Responsibilities

• Promote and uphold safeguarding policies across all operations.
• Ensure a safe and respectful working environment for staff and clients.
• Report safeguarding concerns in accordance with established procedures.

Qualifications & Experience

• Bachelor’s Degree in a relevant field.
• Minimum of 1 year experience in customer service, preferably within microfinance or financial services.
• Working knowledge of front office operations.
• Proficiency in Microsoft Office Suite (Word, Excel).

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong organizational and time management abilities.
• High level of professionalism and customer focus.
• Attention to detail and ability to manage multiple tasks effectively.
• Strong reporting and documentation skills.

Application Deadline

15 April 2026

How to Apply

Click the “APPLY FOR THIS JOB” button below to submit your application.