Retail Relationship Officer

Job description
Human Resources
Job description, Retail Relationship Officer, Affinity
About Affinity
Affinity is a digitally driven financial institution that provides affordable services to the
underserved and unbanked. We have built channels for both digital natives and low
fidelity users, enabling us to provide banking services 24/7 to the mass market at a
low cost. Our products are delivered via mobile apps and an Agency network. Affinity
is the first financial institution to get a deposit collecting license in Ghana in almost a
decade. We are preparing our hard launch (with a customer base of 10,000 users
acquired during proof of concept), introducing our mobile app and agency network.

Job summary
As the Retail Relationship Officer, you are responsible providing digitally-forward
financial solutions to our mass market customers. In this role, you will manage retail
customer expectations, identify new opportunities, and record daily customer
transactions to achieve the assigned asset and liability targets. You will grow and
retain a portfolio of customers by performing a proactive, mobile, value-adding
financial role, ensuring that a full array of customized and relevant financial solutions
and services tailored to meet the growth needs and potential of the customers are
provided.

Key responsibilities
• Keep and maintain a healthy pipeline of potential retail mass market (unregistered
businesses and personal) customers, to whom products and solutions are offered
based on their needs
• Responsible for onboarding of customers through medium know your customer
(MKYC) and assisting them to upgrade to enhanced know your customer (EKYC)
• Guide prospective customers to self-onboard via the app or onboard them via the
agency app
• Educate customers on the use of USSD and other digital platforms to transact
• Where necessary, mobilize cash from unregistered businesses. This cash should be
• digitized (e.g. deposited into Affinity mobile money wallet) as early as possible or
recycled to customers who may need cash.
• Participate in sales and activation campaigns to drive customer on-boarding
• Manage a portfolio of personal customers and unregistered businesses,
understanding their needs and providing relevant and digital solutions to them.
• Develop and maintain excellent relationship with all customers, underpinned by
sector understanding and being empathetic to the customer.
• Delivers against individual targets, also contributing to Hub/Branch and company-
wide targets

2 Private and Confidential

Affinity Ghana Savings & Loans Limited, all rights reserved
 • Gather information from customers who wish to borrow and forward to the
assigned branch for processing.
• Provide feedback to hub supervisor/branch sales manager on the activities of
competitors
• Ensure that all KYC requirements and documents are accurate, adequate and up
to date

Key skills and requirements

• Strong selling and relationship management skills
• Critical thinker with good analytical skills
• Results oriented and problem-solver
• Customer-oriented and commercial awareness
• Pays attention to details.
• Commitment to achieving financial inclusion using digital solutions
• Digitally savvy and curious about technology as a tool to solve financial problems

Education and professional training

• Minimum of an HND or equivalent in any second cycle institution
• 1 year working experience in sales preferably from a financial institution in the same
industry

All applications should be sent to jobs@affinityghana.com

3 Private and Confidential

Affinity Ghana Savings & Loans Limited, all rights reserved