MABS Account Officer’s Refresher Course
MABS Technical Resource Specialists
Training-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 profitgenerating 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 Course
Day/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 Course
Day/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 Course
Day/Topic
Duration
Methodology
Day 3
Module 3-Session 1:
Understanding Loan Delinquency
2.0 hr
Lecture-discussion
Individual Seatwork
Module 3-Session 2:
Preventing and Controlling Delinquency
2.0 hr
Lecture-Discussion
Case 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 Officers
1. The MF Sales Cycle Stage
2. Prospecting & Market Segmentation
3. Selling the Benefits of your MF Loan Product
3.0 hrs
Lecture-Discussion
Group Exercises
Sub-total
8.0 hrs
The AO Training Course
Day/Topic
Duration
Methodology
Day 4
Module 4-Session 1:
Improving the Sales Skills of Account Officers
(cont.)
4. Handling Client’s Objections
5. Interfacing Effectively with Clients
Sub-total
Total
4.0 hrs
4.0 hrs
24.5 hrs
Lecture-Discussion
Group Exercises
Role Playing
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 Design
First Module
Second Module
First 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
Observation
Training
Evaluation Form
Trainee submits
accomplished CIBI
forms done on clients
of Senior AO
Training Evaluation
Form
Trainee submits
accomplished Cash
Flow
Form/Worksheets
done on clients of
Senior AO
Training 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 retooling. 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.