Specialist, Agriculture (Fisheries), Agri Solution Hub; Microfinance Programme (Project Staff)

Job Description

Title: Specialist, Agriculture (Fisheries), Agri Solution Hub; Microfinance Programme (Project Staff)

Company Name: BRAC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 4 years
• The applicants should have experience in the following business area(s): NGO, Development Agency

Master’s degree in Fisheries or a relevant discipline from a recognised university/institution.

• At least 4 years
• The applicants should have experience in the following business area(s): NGO, Development Agency

• In-depth understanding of fish culture practices, including pond preparation, stocking densities, species-specific requirements, and water quality management.
• Knowledge of common fish diseases, mortality indicators, and biosecurity protocols to provide accurate "basic advisory support."
• Familiarity with aquaculture insurance products, claim processes, and the integration of microfinance within rural development.
• Understanding the roles of the Department of Fisheries (DoF), government regulations, and the various internal programs (e.g., BRAC AI, UPG).
• Understanding how CRM (Customer Relationship Management) systems and MIS databases function to ensure accurate reporting.
• Ability to convey complex technical information clearly via phone, email, and chat to both rural farmers and corporate stakeholders.
• Skill in diagnosing pond management issues based on farmer descriptions and knowing when to escalate to a specialist.
• Proficiency in conducting on-site visits, using survey tools, and gathering "hands-on" data from remote locations.
• The ability to synthesize call logs and farmer feedback into actionable reports and insights for service improvement.
• Skill in handling complaints and "de-escalating" frustrated clients while maintaining professional boundaries.
• The ability to build trust with rural farmers by using appropriate language, tone, and showing genuine concern for their livelihoods.
• Identifying potential risks—like disease outbreaks or insurance gaps—before they become crises and taking initiative to alert stakeholders.
• Navigating a complex network of internal teams and external partners (donors, regulators) to ensure a seamless service experience.
• The flexibility to switch between a high-volume call center environment and physically demanding field visits in rural areas.
• Meticulousness in recording farmer data and pond details, ensuring that "claims and payment processes" are handled without error.
• Experience Requirements: Minimum 4 years’ experience in the development sector, especially in the fisheries management service.

BRAC is an international development organization founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realize potential.

BRAC Microfinance provides people who cannot access traditional financial banking services with access to a suite of financial products including loans, savings, and microinsurance. Through this initiative, BRAC supports families to invest in income-generating activities, build assets, and reduce vulnerability to health and natural shocks.

Working at BRAC is not like any other job. It is a platform where you can bring about real change for people who need it most. Join us to build a more financially inclusive society, where data and innovation drive impact.

Job Purpose: The Agriculture Specialist (Fisheries) will provide end-to-end call center support to fish farmers and aquaculture stakeholders. The role focuses on customer query resolution, enrollment support, data collection, insurance claim assistance, and basic fisheries advisory services to ensure smooth delivery of fisheries and aqua insurance products. Additionally, the position requires collaboration with other departments to stay up-to-date with new product developments and fisheries new technology related best practices.

Job Description:

• Receive and handle inbound and outbound calls from fish farmers and fisheries stakeholders

• Provide basic advisory support on fish culture practices, disease reporting, mortality incidents, and pond management (as per approved guidelines)

• Provide information to the farmers on fisheries products, services, Aqua insurance coverage, claims, and payment processes

• Provide exceptional customer service to clients and staff via phone, email, and chat.

• Regular field visit for collecting data and provide hands-on support to both clients and extension officers

• Escalate technical or complex fisheries issues to Government fisheries officers or specialists

• Maintain polite, empathetic, and culturally appropriate communication with rural clients

• Proactively and randomly call farmers from the farmer list to collect and record customer information, pond details and challenges they have faced during fish culture.

• Support early warning of risks, losses, or disease outbreaks related to aquaculture

• Update call logs, CRM systems, and MIS databases regularly and prepare call center reports regularly.

• Collect and report feedback from farmers regarding aquaculture and aqua insurance products and services, contributing insights to improve service quality.

• Address customer complaints, concerns, and service requests in a timely and professional manner

• Maintain strong coordination with Microfinance field operations team, BRAC internal program (e.g., BRAC AI, UPG, IDP, CCP) & external diverse stakeholders (e.g., donors, insurers, regulators, DoF, development & financial institutions, technical partners, etc.) and clients.

Safeguarding responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.

• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.

• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Festival Bonus, Health and Life Insurance and others as per policy.