MABS Account Officer’s Refresher Course

MABS Technical Resource SpecialistsMABS Technical Resource Specialists

Training-WorkshopTraining-Workshop

Why focus on account officers?

• Account officers are a vital link between the bank and its target-clientele – the microentrepreneurs.

• Account officers have the crucial task of generating, evaluating, recommending and monitoring loan accounts.

• Account officers are therefore the bank’s profit-generating centers.

The AO Training Course

Objectives: Explain the role of rural banks as financial

intermediaries and as microfinance providers

Identify and explain why MF best practices and principles are important to incorporate in microfinance product design and implementation

Understand that character and capacity to pay are the primary basis for evaluating microfinance loans

The AO Training Course

Objectives: Properly employ client selection tools

which are the loan application forms, CIBI forms and cash flow analysis template and worksheets

Explain the concept of zero tolerance against delinquency and how account officers/loan officers can pursue it

Demonstrate skills in selling the benefits of their microfinance loan products while adeptly handling possible objections from clients

The AO Training Course

Participants:

1. Intended for new account officers to equip them with basic knowledge and skills on how to implement and manage a microfinance loan product with individual liability.

2. Recommended also for regular loan officers who are given supervision responsibility over account officers and members of branch/bank credit committee responsible in evaluating and approving microfinance loans.

The AO Training Course

Participants:

3. With some modifications, the training course can be given as a refresher course to old or existing account officers whose performance needs improvement.

The AO Training CourseDay/Topic Duration Methodology

Day 1

Module 1-Session 1:Basic Concepts of Financial Intermediation

and Microfinance

1.5 hrs Lecture-Discussion Role Playing Video Presentation

Module 1-Session 2: Microfinance Best Practices

1.5 hrs Lecture-Discussion Group Exercise/ Game

Module 2-Session 1:Overview of Client Selection

1.0 hr Lecture Discussion

Module 2-Session 2:The Loan Application Process & Procedure

1.5 hrs Lecture-Discussion Role Play

Module 2- Session 3: How to Prepare and Analyze CIBI Report

for New and Repeat Borrowers

1.5 hrs Lecture-Discussion

Sub-total 7.0 hrs

The AO Training CourseDay/Topic Duration Methodology

Day 2

Module 2-Session 4:What is Cash Flow lending?

0.5 hr Lecture-Discussion

Module 2-Session 5:Preparing the Client’s Cash Flow

4.0 hrs Lecture-Discussion Case Problem Solving and

Presentation

Module 2-Session 6:Cash Flow Review Techniques

2.0 hrs Lecture-Discussion Case Problem Solving and

Presentation

Sub-total 6.5 hrs

The AO Training CourseDay/Topic Duration Methodology

Day 3

Module 3-Session 1:Understanding Loan Delinquency

2.0 hr Lecture-discussionIndividual Seatwork

Module 3-Session 2:Preventing and Controlling Delinquency

2.0 hr Lecture-DiscussionCase Problem Solving and Case presentation

Module 3-Session 3:Remedial Steps in Managing Delinquency

1.0 hr Lecture-Discussion

Module 4-Session 1:Improving the Sales Skills of Account Officers1. The MF Sales Cycle Stage2. Prospecting & Market Segmentation3. Selling the Benefits of your MF Loan Product

3.0 hrs Lecture-DiscussionGroup Exercises

Sub-total 8.0 hrs

The AO Training CourseDay/Topic Duration Methodology

Day 4

Module 4-Session 1:Improving the Sales Skills of Account Officers (cont.)4. Handling Client’s Objections5. Interfacing Effectively with Clients

4.0 hrs Lecture-DiscussionGroup ExercisesRole Playing

Sub-total 4.0 hrs

Total 24.5 hrs

When to Conduct the AO Training Course

• The complete AO Training Course must given to all newly-hired account officers

• The bank must give the training during the first month of the trainee-account officer’s stay with the bank

• It is best that the training course be delivered on a per module within a 4-week period. In this way, the trainee-account officer will have the time to apply the concepts on field while being handheld by an experienced account officer/supervisor.

AOTC Training DesignFirst Module Second

ModuleFirst Part

Second Module

Second Part

Third Module

Fourth Module

Training Component

Classroom Training on Basic Concepts of Financial Intermediation and Microfinance, MF Best Practices and Principles, Bank’s MF Loan Product Policies and Procedures

Classroom Training on Client Selection with focus on Character/Risk Analysis

Classroom Training on Client Selection with Focus on Repayment Capacity (Cash Flow) Analysis

Classroom Training on Zero Tolerance against Delinquency

Classroom Training on Improving Sales Skills of Account Officers

Field Application

Field Observation

Field Observation and Application

Field Observation and Application

Field Observation

Field Application

Process Assessment & Debriefing

Assessment & Debriefing

Assessment & Debriefing

Assessment & Debriefing

Assessment & Debriefing

Expected Output/ Results

Trainee’s narrative report on Results of Field ObservationTraining Evaluation Form

Trainee submits accomplished CIBI forms done on clients of Senior AOTraining Evaluation Form

Trainee submits accomplished Cash Flow Form/Worksheets done on clients of Senior AOTraining Evaluation Form

Trainee submits narrative report on Field Experience doing delinquency management with a Senior AO

Trainee submits a List of Prospects that he/she has marketed and corresponding results (accomplished LAF

When to Conduct the AO Training Course

• Specific modules of the AO training course can be delivered as a stand-alone course for old account officers who need re-training and re-tooling. In training old account officers, they shouldn’t be mixed with new account officers.

When to Conduct the AO Training Course

• To determine which specific module to deliver as a stand-alone for old AOs, product manager/MFU supervisor must do a training need assessment using MABS Effective Supervision tools: portfolio analysis and compliance with policies review.