22^nd March 2023

EMPLOYMENT OPPORTUNITY

Sales Officers

Urwego Bank Plc provides financial services to the people of Rwanda motivated by Jesus Christ’s call to serve those in need. Its mission is to achieve economic spiritual transformation in the lives of the underserved, using financial services and tested trainings as we share Jesus Christ’s love. Urwego Bank wishes to recruit Thirty-seven (37) qualified, competent, committed, and initiative-taking Tellers, Credit Administration Officers, Individual, Group and Agriculture Sales Officers to support the sales business in different Branches and credit offices of Urwego bank Plc as indicated below.

Service:  Business

Department: Service Delivery Department

Reporting to: Sales Team leader 

INDIVIDUAL AND GROUP SALES OFFICERS

JOB SUMMARY.    

Supporting the management in the portfolio of micro borrowing clients with proper supervision, helping to achieve growth targets as well as maintaining excellent portfolio quality. Providing dependable and quality customer service in a way that promotes Urwego Bank’s entire business and enhances transformation in our clients’ lives.

RESPONSIBILITIES

Promote and fulfil Urwego Bank’s 3Ms as listed above while working within a Christ-centered environment that is mission-driven, community-oriented and purposeful.

Spiritual Integration and Christian Witness

1.Ensure a personal, healthy spiritual balance within family, work, and church life through the adoption of biblical, personal, and spiritual disciplines; and

2.Conducting daily work, making decisions, and helping Urwego Bank make decisions in a way that witnesses to the presence, power, and love of Jesus and the reality of his Kingdom on earth.

Major Areas of focus:

• Marketing and growing the number of active clients.
• Growing the total Portfolio Outstanding of the branch
• Managing the Portfolio at Risk of the loan book under their control
• Client Retention
• Holistic life improvement (HLI) trainings
• Quality customer service
• Driving mHose and other electronic financial usage in the bank

Essential Duties/ activities for the sales staff:

The sales staff will work with the sales team leader or a senior sales officer to achieve the following:

• Marketing and Business Development of micro lending products to achieve growth targets.
• Process and Administer loans/ loan origination.
• Manage community/Trust Banks.
• Monitor loans to ensure portfolio at risk (PAR) stays within target.
• Maintain Superior Levels of Customer Delight.
• Function as Marketing Agent for other Urwego Bank products and services 

QUALIFICATIONS

Minimum Education and Experience

• High school and /or Advanced diploma in a business-related subject or field from a reputable school/ college/ University
• Experience in collaborating with grassroots communities, cooperatives, savings, and lending groups will be an added advantage.
• High school graduate applicants should have no less than three years of field experience or and community work.
• Having a teaching experience would be an added advantage. 

Skills expected.

• Personal acknowledgement of and commitment to Urwego’s mission and values.
• Good mathematical skills, ability to calculate interest, commissions, and percentages.
• Strong ability to motivate, engage and train adults and communities.
• Community based conflict resolution
• Good skills in organization and time management
• Excellent negotiation, presentation, communication, and people skills.
• Knowledge of the economy/markets where Urwego Bank is operating.
• Basic skills in personal computer operation, word processing and spreadsheet software.
• Personal experience in managing or running a business is an added advantage.
• Outgoing personality which enjoys collaborating with people

CUSTOMER SERVICE ASSOCIATES (CSA)/ TELLERS

FULL JOB SUMMARY 

Customer Service Associate is an especially critical position for Urwego Bank as it is its first point of contact with customers. A CSA should have good customer care and help make the Urwego banking hall an easy and welcoming place for its clients. The CSA role is synonymous with the Teller role.

RESPONSIBILITIES 

Account Opening

• Explain to customers in detail all the Bank’s products and services available to them to assist them in making a choice.

• Assist customers in opening new accounts, such as completing and capturing the CIF, ensuring initial deposit is taken, image capture and fingerprint registration; whilst ensuring all documents are submitted in proper form and are authorized before proceeding to open the account.

• Ensure that all account opening, and general bank transaction follow the policy and Know Your Customer and Anti Money Laundering instructions.

• Promote and cross-sell the Bank’s products and services by assisting customers in their selection to meet their needs.

Teller Operations

Cash withdrawals upon confirming that all necessary documents are in proper form and are within authorized limits; make decisions and/or refer when questionable items are presented for cashing.

Scrutinize & receive cash and cheque deposits; make decisions and/or refer when questionable items are presented.

Balance cash drawer daily and verify cash being returned to the vault and ensuring that any shortages/overages are immediately reported, forms completed, and Cash Analysis prepared where applicable.

Process and file Fixed deposits (creation, liquidations, early maturations, and roll-overs)

Perform remittances transaction through RIA, Moneygram and Western Union

Function as an agent for mobile network operators on behalf of the bank like Tigo cash and MTN mobile money

General Enquiries & Customer Service 

Process account activities, determine balances, and resolve customer complaint within given authority.

Provide elevated levels of customer delight in all capacities as a multi-skilled CSA and to take initiative in resolving problems and handling tasks within given authority.

Help customers to fill in forms, provide basic information related to all services that the bank offers such as loans and arrange appointments with sales officer to proceed with new loan application.

Other tasks

Prepare reports of all the account opened, fund transfer transaction, process salaries term deposit and arrange for cheque clearing to be entered and presented for clearing on timely manner.

Filing of documents such as deal slips, CIF’s, transfer forms and vouchers.

Participate in assuring quality control regarding audits and certifications (such proper handling of records and stamps, adherence to procedures, maintenance of up-to-date registers and records)

Function as steward of the bank’s resources and be conscious and alert supervisors of any attempt of misuse of the bank’s assets by staff or clients.

Provide support to all assigned areas of branch operations where service or assistance is needed.  

Competencies :

Customer Orientation – Embodies a strong customer orientation and seeks new and better ways to serve end clients.

Good Communicator – Communicates well, both verbally and in writing. Effectively conveys and shares information with others. Presents ideas clearly and concisely.

People Skills – Maintains positive working relationships with individuals and teams at all levels of the organization.

Compliance to Policy and Procedure 

Maintain a copy of valid policy and procedure manuals for the critical processes associated with service delivery. 

Regulatory Alignment

Ensure adequate knowledge of regulatory requirements on account opening and general banking operations.

AGRICULTURE SALES OFFICER.

JOB SUMMARY     

The Agriculture Sales Officer (ASO) will mobilise and market the agriculture product in the cooperatives around the working area. The ASO will ensure the agricultural products are relevant to the target market and Urwego’s mission as well as financially sustainable with credit risk managed appropriately. The ASO will work with branch leadership to grow the existing portfolio and strengthen agricultural business partnerships. The ASO will also be responsible for mobilising and recruiting new agriculture clients. Maintaining the existing clients.

RESPONSIBILITIES

Agriculture Product selling and marketing.

1. Work with Branch leadership in close collaboration with agriculture program manager to grow portfolio in assigned working area.
2. Work closely and build relationship with off takers and district cooperative officers to manage and reduce the risks that may associate with poor cooperative leadership.
3. Strongly understand good agriculture practices and agriculture seasons
4. Ensure agriculture products are financially sustainable.
5. Originate agriculture loans, prepare agriculture loan files, and analyse the risks that may cause the loan to underperform and reduce those risks.
6. Identify key agriculture product risks and communicate mitigants to the supervisor.
7. Regularly update the agriculture loan monitoring tool to minimize the risks in the value chain.
8. Understand agriculture value chain financing models to grow portfolio and reduce the risks associated with it. 

Portfolio Quality

1. Regularly monitor the quality of the agriculture product portfolio, utilizing PAR as the primary measure of portfolio quality and keeping PAR 30 below 5% on average.
2. Work with Branch leadership, Agriculture Program Manager to address portfolio quality shortcomings, including default management, through regularly review, update Agric Loan monitoring tool.
3. Regularly visit cooperatives to understand the field challenges and find out the solution and share the field updates to Branch manager and agriculture program manager.

Profitability and Growth

1. Collaborate with different stakeholders, cooperatives, and offtakes to understand the needs of the clients to keep Urwego on the top of lending industry in agriculture sector.
2. Provide all the needed agriculture practices trainings to ensure high yield to cooperatives and growth portfolio.
3. Strategically market Urwego agriculture product to ensure all the cooperatives in area understand the product very well.

Stakeholder and Partner Relationships

The Agriculture Sales Officer will partner with the Service Delivery staff to grow existing and develop new agricultural business lines.

1. Serve as a key representative of the bank to partners and non-partners in providing expertise and funding focused on agriculture products.
2. Grow relationships with strategic partners and potential partners supporting agriculture lending.

QUALIFICATIONS

• Personal confession of faith in Jesus Christ and commitment to the mission and vision of Urwego Bank Plc
• Bachelor’s degree in agronomy, agri-business, or related field
• 3 or more years of experience in agricultural lending, preferably in the following value-chains Coffee, Irish Potato, Rice, Maize
• Experience in agricultural credit risk assessment and management
• Experience in field mobilisation and cooperative relationship preferably rice and Maize.
• Ability to source, negotiate and manage partnership agreements.
• Proven training skills