Career Opportunity
\nInternet Banking & Merchant Services Specialist
\nTransactional Banking Department \u2013 (Kitwe X1 and Lusaka X1)
\nFirst Capital Bank is actively seeking a dynamic and results-driven professional to join our team as a Sales and Service Specialist \u2013 Internet Banking & Merchant Services. In this pivotal role, you will engage with our existing corporate clients to promote the adoption and effective utilization of \u00a0Point of Sale\u00a0(\u00a0POS) devices and internet banking solutions, collectively known as \u201cServices.\u201d Additionally, you will be responsible for onboarding new corporate clients, providing support for transaction processing, and delivering first-line assistance to customers with POS devices at their outlets. If you are a proactive communicator with a passion for customer service and digital banking solutions, we invite you to be part of our innovative team dedicated to enhancing our clients\u2019 banking experience.
\nRoles and Responsibilities<\/p>\n
Plan and execute weekly call plan in conjunction with the RM\u2019s to promote utilization of POS devices and Internet
\nEngage customers to support the Banks strategic service objectives under the
\nInternet Banking and Merchant Services pillars.
\nMigrate clients onto the Internet (IB)\/ Mobile Banking (MB) Platform.
\nFollow up with new onboarded customers that are not transacting on POS, IB and\/or MB.
\nEnsuring all new customers are activated for the Services, have received the Service specific branding and it is well displayed in their business premise\/s.
\nLog any queries that relate to a hardware, technical or system fault.
\nLog any required enhancements or new requirements.
\nEnsure that all logged queries are followed up and resolved\/ addressed within the agreed SLA timelines.
\nCold call prospective customers at their trading sites or shops and conduct promotions to canvass suitable customers for the bank\u2019s Point of Sale, Mobile and Internet Banking solutions.
\nWork closely with RM\u2019s and support them when there is a requirement for a demonstration on the IB\/ MB and POS solutions.
\nActively look out for opportunities to cross sell.
\nBuild relationships with new customers to ensure the new Services are understood and well adopted to ensure maximum transaction value via the Services.
\nMaintain relationships with existing customers in order to retain active use of the Services.
\nPrepare monthly in-depth business analysis on IB\/ MB and PoS performance with recommendations on how to increase revenue.
\nReport on client retention rate. Report monthly on service challenges, key actions taken\/ to be taken, TAT on resolution and status.
\nTrack and report on dormant IB\/MB profiles and well as PoS machines.
\nReport of IB\/MB utilization at RM and client level.<\/p>\n
\u00a0
\nExperience, Qualifications and Skills
\n\u00a0<\/p>\n
Bachelor\u2019s degree, in Engineering, Economics, Statistics, Business, Information Technology, or related studies.
\nAt least 3 years\u2019 experience in a client facing role
\nExperience in preparing and presenting reports.
\nWorking experience in Merchant Services and\/or Internet Banking will be an added advantage.<\/p>\n
Technical Skills and Competencies<\/p>\n
Good sales acumen
\nExcellent banking product knowledge
\nStrong analytical skills
\nAgile
\nTeachable
\nExcellent judgment and decision making
\nExcellent training and coaching skills (Assist customers to understand the solution)
\nInfluencer
\nTeam player
\nGood orator
\nGood negotiator
\nAble to build networks
\nProblem solver
\nConfident communicator that can engage people easily
\nAbility to work independently and manage time effectively
\nProactive and self-motivated with a strong drive for results<\/p>\n
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