Position Overview<\/p>\n
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank\u2019s strategic vision, in the Commercial Division under the Retail Banking Department at Choma Branch:<\/p>\n
Role Description<\/p>\n
JOB PURPOSE<\/p>\n
This position ensures the role holder acts as the first point of contact for all service issues for the establishment of a relationship managed association between the Bank and the Banking clients through a dedicated preferred banker who also assesses and recommends appropriate products and services offering to clients that come through to the bank.
\nBanking<\/p>\n
Requirements<\/p>\n
Under the supervision of the\u00a0Branch Manager\u00a0the following are among the\u00a0Job Key Responsibilities:<\/p>\n
Act as first point of contact for all customer service requirements in order to offer a personalized service offering.
\nResponsible for relationship managing Preferred Banking customers as per prescribed frequency or as need may arise.
\nResponsible for executing customer contact plans and retaining a record that facilitates tracking fulfillment of client\u2019s needs.
\nTo interact with customers in order to direct them to appropriate points of service through customer triage and to use the interaction as an opportunity to enhance their banking experience.
\nAccountable for timely execution of client instructions within Service Level Agreements including account opening, loan processing, transfer of funds etc. and confirming these to them to ensure service level agreements are met
\nResponsible for managing the complaints management process including calling back clients to confirm resolution and logging in complaints tracking system
\nTo ensure customer retention through cross selling, upselling and deep selling by assessing client\u2019s needs and recommending appropriate products to them whilst increasing the Bank\u2019s share of the customer\u2019s wallet size.
\nResponsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades so that the CVP is aligned to customer\u2019s needs
\nResponsible for educating digital clients about alternate channels in order to facilitate realization of the Retail strategy in branches
\nResponsible for liaising with the Preferred Banker on market updates\/financial news and informing customers in order to help them make informed financial decisions.
\nExecute life cycle programs in order to provide a full customer service propositions that deepen client relationships
\nProactive client engagement on a regular basis in order to provide timely and personalized banking services.
\nKeeps up-to-date with in country market and global trends in order to recommend and link clients to appropriate events.
\nEnsure that the full value chain of the segment proposition is realized for the Bank by cross selling, deep selling and upselling the banks products, collecting the due income, and educating clients on the use of various channels for transactions in order to achieve full value proposition.
\nSupport loan requests by vetting and uploading them on LMS for processing in order to meet client\u2019s needs.
\nMonitor sales performance against set targets and address any adverse variances on time
\nMonitor client\u2019s changing requirements and recommend strategies to ensure that the organization\u2019s products and services are fully utilized.
\nResponsible for keeping the client database up-to-date including mailing address, KYC etc. to facilitate ease of communication to account owners.
\nKnowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.
\nResponsible for reporting any identified operational risks on time to the Branch Manager.
\nAny other operational duties assigned by the supervisor including call backs and batch journal call overs
\nTo ensure attendance of all recommended training\/meetings relevant to the role. e.g. Customer Service, Wealth management, Investment options, financial interpretation, Sales meetings, huddles
\nTo share knowledge, experience and best practice with team members in order to ensure that team performance complies with set service standards
\nAny other responsibilities assigned by management<\/p>\n
INTERNAL\/EXTERNAL CONTACT<\/p>\n
External:\u00a0Customers, local public officers
\nInternal:\u00a0All Divisions<\/p>\n
QUALIFICATIONS AND EXPERIENCE
\n\u00b7 Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
\n\u00b7 Degree in Business\/Marketing or relevant field
\n\u00b7 At least five (5) years\u2019 work experience in a sales & marketing role<\/p>\n
\u00b7 Understanding of taxation laws and practical experience in application.
\n\u00b7 Appreciation of securitization and investment options.
\n\u00b7 Ability to profile customers and assess the needs of Private banking clients.
\n\u00b7 Understanding of all Zanaco Retail products and account opening, KYC Requirements.
\n\u00b7 Understanding of relevant legislation e.g. KYC, Anti \u2013 Money laundering, Banking code.
\n\u00b7 Ability to read market trends and inform the decision-making process.
\n\u00b7 Understanding of people policies and processes<\/p>\n
\u00b7 Demonstrated complaint handling and skills certifications
\nJOB CORE COMPETENCIES
\n\u00b7 Verbal and written communication
\n\u00b7 Delighting customers and drive for results
\n\u00b7 Networking\/Liaison
\n\u00b7 Persuading and selling
\n\u00b7 Analytical thinking<\/p>\n
\u00b7 Team work
\n\u00b7 Customer service orientation
\n\u00b7 Problem solving<\/p>\n
Disclaimer<\/p>\n
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
\nZanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).<\/p>\n
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