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.