Background

The Retail Operations Officer (ROO) plays a critical role in ensuring the smooth execution of retail lending processes, supporting both internal teams and customers. This role is central to maintaining operational accuracy, regulatory compliance, and service excellence across the institution’s network of agents and satellite offices. It is key in driving the institution's loan growth, customer engagement, and field operations through a strategic focus on three core pillars: Operational Accuracy & Process Discipline, Customer-Centric Communication and Multitasking & Cross-Functional Collaboration. These pillars collectively support the institution’s mission to expand financial inclusion and deliver superior client experiences.

Key Responsibilities

1. Loan Processing & Data Management

• Capture loan contracts accurately into the system and ensure timely updates
• Conduct affordability calculations for Independent Sales Executives (ISEs)
• Prepare FID investigative reports for internal review and compliance
• Retrieve and stamp pay slips for sales teams across agents and satellite offices
• Assist ISEs in retrieving client bank statements when needed
• Retrieve CRB reports for satellite offices as required
• Prepare and submit data for input into CRB and PMEC systems

2. Customer Service & Sales Support

• Attend to customer queries, loan statements, and clearance letter requests
• Support the selling of loan products by following up on system-generated sales leads
• Engage walk-in customers in Lusaka to promote and sell loan products
• Assist with collections on overdue accounts by making follow-up calls to clients

3. Operational Coordination & Team Engagement

• Arrange and participate in routine meetings with staff and ISEs to align on operations
• Provide operational support to branch and satellite teams to resolve bottlenecks
• Receive office material requisitions and coordinate dispatch to satellite offices
• Raise payment vouchers for office expenses and maintain accurate records
• Perform other clerical and administrative duties as directed by management

4. Compliance, Reporting & Process Improvement

• Ensure all retail lending activities comply with internal policies and regulatory standards
• Monitor loan documentation and operational workflows for accuracy and completeness
• Prepare periodic reports on loan volumes, customer service metrics, and operational KPIs

• Capture loan contracts accurately into the system and ensure timely updates
• Conduct affordability calculations for Independent Sales Executives (ISEs)
• Prepare FID investigative reports for internal review and compliance
• Retrieve and stamp pay slips for sales teams across agents and satellite offices
• Assist ISEs in retrieving client bank statements when needed
• Retrieve CRB reports for satellite offices as required
• Prepare and submit data for input into CRB and PMEC systems
• Attend to customer queries, loan statements, and clearance letter requests
• Support the selling of loan products by following up on system-generated sales leads
• Engage walk-in customers in Lusaka to promote and sell loan products
• Assist with collections on overdue accounts by making follow-up calls to clients
• Arrange and participate in routine meetings with staff and ISEs to align on operations
• Provide operational support to branch and satellite teams to resolve bottlenecks
• Receive office material requisitions and coordinate dispatch to satellite offices
• Raise payment vouchers for office expenses and maintain accurate records
• Perform other clerical and administrative duties as directed by management
• Ensure all retail lending activities comply with internal policies and regulatory standards
• Monitor loan documentation and operational workflows for accuracy and completeness
• Prepare periodic reports on loan volumes, customer service metrics, and operational KPIs