Position Overview

Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at UNZA Agency:

Role Description

Job Purpose: 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 Preferred Banking client through a dedicated Preferred Banker who also assesses and recommends appropriate products and services to clients that come through to the bank.

Job Responsibilities:

Customer Service (60%)

• Act as first point of contact for all customer service requirements to offer a personalized service offering.
• Responsible for relationship managing Preferred Banking customers as per prescribed frequency or as need may arise.
• Responsible for executing customer contact plans and retaining a record that facilitates tracking fulfillment of client’s needs.
• To interact with customers to direct them to appropriate points of service through customer triage and to use the interaction as an opportunity to enhance their banking experience.
• Accountable for timely execution of client instructions within service level agreement (SLA) including account opening, loan processing, transfer of funds etc. and confirming these to them to ensure SLAs are met.
• Responsible for managing the complaints management process including calling back clients to confirm resolution and logging in complaints in Ameyo for tracking.
• Responsible for raising the overall service standards in the branch and making appropriate recommendations to improve service.
• To ensure customer retention through cross-selling, upselling and deep selling by assessing client’s needs and recommending appropriate products to them whilst increasing the Bank’s share of the customer’s wallet size.
• To set and monitor Branch Service Standards using the 5 non-negotiables to ensure the delivery of high service quality to customers.
• Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades so that the CVP is aligned to customer’s needs.
• Responsible for educating Preferred banking customers that come through to the Bank on the Bank’s product offering and service channels including any changes to the CVP pertaining to the segment.
• Responsible for educating digital clients about alternate channels to facilitate realization of the Retail strategy in branches.
• Responsible for liaising with the Preferred Banker on market updates/financial news and informing customers to help them make informed financial decisions.
• Execute life cycle programs to provide full customer service propositions that deepen client relationships.
• Ensure that all the key personal details of the customers are known e.g. birthday, anniversary, hobbies, spouse and children’s details etc. through CRM to better meet client’s needs.
• Proactive client engagement on a regular basis to provide timely and personalized banking services.
• Keeps up to date within the country market and global trends to recommend and link clients to appropriate events.
• Perform any other duties as may be assigned by superiors.

Financial (20%)

• Ensure 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 to achieve full value proposition.
• Support loan requests by vetting and uploading them on LMS for processing to meet client’s needs.
• Monitor sales performance against set targets and address any adverse variances in time.
• Monitor client’s changing requirements and recommend strategies to ensure that the organization’s products and services are fully utilized.

Operations (10%)

• To work on the upgrade and downgrade exercise for Preferred Banking clients as directed by the Preferred Banker.
• Responsible for keeping the client database up to date including mailing addresses, KYC etc. to facilitate ease of communication to account owners.
• Knowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.
• Responsible for reporting any identified operational risks on time to the Branch Manager.
• Any other operational duties assigned by the supervisor including call backs and batch journal call overs.

People (10%)

• To ensure attendance of all recommended training/meetings relevant to the role. e.g. Customer Service, Wealth management, Investment options, financial interpretation, Sales meetings, huddles.
• Ensure KPIs are signed off with supervisor and performance management reviews conducted timely.
• To take annual leave as prescribed in HC guidelines.
• To share knowledge, experience and best practice with team members to ensure that team performance complies with set service standards.
• To always live the ZANACO values in the delivery of one’s duties.

Contact:

• External: Local Regulators on Statutory matters, stock market, professional bodies, events managers.
• Internal: Corporate Banking, Retail Banking, Treasury, Information Technology, Corporate Affairs and Customer Service Departments.

Requirements

Qualifications & Experience:

• Full Grade 12 Certificate with 5 Credits or better; including in English and Mathematics.
• University Degree in Accountancy, Business Finance, Business Administration, Marketing Degree or related field.
• At least three (3) years’ experience in the banking, financial or service industry.

Job Core Competencies:

• Verbal and written communication.
• Delighting customers.
• Networking/Liaison.
• Persuading and selling.
• Drive for results.
• Analytical thinking.
• Teamwork.
• Customer service orientation.
• Monitoring and analysis.
• Problem solving.
• Conceptual thinking.
• Strategic leadership.
• Presentation and facilitation.
• Understanding taxation laws and practical experience in application.
• Appreciation of securitisation and investment options.
• Ability to profile customers and assess the needs of Private Banking clients.
• Understanding of all Zanaco Retail products and account opening, KYC Requirements.
• Understanding of relevant legislation e.g. KYC, Anti-Money Laundering, Banking code.
• Ability to read market trends and inform the decision-making process.
• Understanding People policies and processes.
• Demonstrated complaint handling and skills certifications.

• Act as first point of contact for all customer service requirements to offer a personalized service offering.
• Responsible for relationship managing Preferred Banking customers as per prescribed frequency or as need may arise.
• Responsible for executing customer contact plans and retaining a record that facilitates tracking fulfillment of client’s needs.
• To interact with customers to direct them to appropriate points of service through customer triage and to use the interaction as an opportunity to enhance their banking experience.
• Accountable for timely execution of client instructions within service level agreement (SLA) including account opening, loan processing, transfer of funds etc. and confirming these to them to ensure SLAs are met.
• Responsible for managing the complaints management process including calling back clients to confirm resolution and logging in complaints in Ameyo for tracking.
• Responsible for raising the overall service standards in the branch and making appropriate recommendations to improve service.
• To ensure customer retention through cross-selling, upselling and deep selling by assessing client’s needs and recommending appropriate products to them whilst increasing the Bank’s share of the customer’s wallet size.
• To set and monitor Branch Service Standards using the 5 non-negotiables to ensure the delivery of high service quality to customers.
• Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades so that the CVP is aligned to customer’s needs.
• Responsible for educating Preferred banking customers that come through to the Bank on the Bank’s product offering and service channels including any changes to the CVP pertaining to the segment.
• Responsible for educating digital clients about alternate channels to facilitate realization of the Retail strategy in branches.
• Responsible for liaising with the Preferred Banker on market updates/financial news and informing customers to help them make informed financial decisions.
• Execute life cycle programs to provide full customer service propositions that deepen client relationships.
• Ensure that all the key personal details of the customers are known e.g. birthday, anniversary, hobbies, spouse and children’s details etc. through CRM to better meet client’s needs.
• Proactive client engagement on a regular basis to provide timely and personalized banking services.
• Keeps up to date within the country market and global trends to recommend and link clients to appropriate events.
• Perform any other duties as may be assigned by superiors.
• Ensure 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 to achieve full value proposition.
• Support loan requests by vetting and uploading them on LMS for processing to meet client’s needs.
• Monitor sales performance against set targets and address any adverse variances in time.
• Monitor client’s changing requirements and recommend strategies to ensure that the organization’s products and services are fully utilized.
• To work on the upgrade and downgrade exercise for Preferred Banking clients as directed by the Preferred Banker.
• Responsible for keeping the client database up to date including mailing addresses, KYC etc. to facilitate ease of communication to account owners.
• Knowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.
• Responsible for reporting any identified operational risks on time to the Branch Manager.
• Any other operational duties assigned by the supervisor including call backs and batch journal call overs.
• To ensure attendance of all recommended training/meetings relevant to the role. e.g. Customer Service, Wealth management, Investment options, financial interpretation, Sales meetings, huddles.
• Ensure KPIs are signed off with supervisor and performance management reviews conducted timely.
• To take annual leave as prescribed in HC guidelines.
• To share knowledge, experience and best practice with team members to ensure that team performance complies with set service standards.
• To always live the ZANACO values in the delivery of one’s duties.

• Verbal and written communication.
• Delighting customers.
• Networking/Liaison.
• Persuading and selling.
• Drive for results.
• Analytical thinking.
• Teamwork.
• Customer service orientation.
• Monitoring and analysis.
• Problem solving.
• Conceptual thinking.
• Strategic leadership.
• Presentation and facilitation.
• Understanding taxation laws and practical experience in application.
• Appreciation of securitisation and investment options.
• Ability to profile customers and assess the needs of Private Banking clients.
• Understanding of all Zanaco Retail products and account opening, KYC Requirements.
• Understanding of relevant legislation e.g. KYC, Anti-Money Laundering, Banking code.
• Ability to read market trends and inform the decision-making process.
• Understanding People policies and processes.
• Demonstrated complaint handling and skills certifications.

• Full Grade 12 Certificate with 5 Credits or better; including in English and Mathematics.
• University Degree in Accountancy, Business Finance, Business Administration, Marketing Degree or related field.
• At least three (3) years’ experience in the banking, financial or service industry.