Overview
The Service Consultant – Northmead will serve as the first point of contact for clients, ensuring a seamless and personalized banking experience. Positioned within Zanaco Bank’s Retail Banking Division, this role is central to building strong customer relationships, managing service requests, and promoting the bank’s products and services. The consultant will act as a trusted advisor, guiding clients through financial solutions while supporting the branch’s strategic objectives in customer retention, satisfaction, and growth.

Main Responsibilities
• Provide frontline customer service, handling inquiries, transactions, and service requests with efficiency and professionalism.
• Manage and nurture relationships with Preferred Banking clients, ensuring regular engagement and tailored financial solutions.
• Execute customer contact plans, track fulfillment of client needs, and maintain accurate records.
• Support account opening, loan processing, fund transfers, and other transactions within agreed service levels.
• Handle complaints management, ensuring timely resolution and follow up to strengthen client trust.
• Drive customer retention through cross selling, upselling, and deep selling of Zanaco’s products and services.
• Educate clients on digital and alternative banking channels to enhance convenience and adoption.
• Monitor client needs, market trends, and sales performance, proactively recommending strategies to meet evolving requirements.
• Maintain compliance with KYC, AML, and other regulatory standards, reporting risks promptly to the Branch Manager.
• Keep client databases updated and support operational tasks such as call backs, reporting, and team knowledge sharing.

Required Qualifications and Skills
• Grade 12 certificate with credits in Mathematics, English, and three additional subjects.
• Bachelor’s degree in Business, Marketing, or a related discipline.
• Minimum of 4 years’ experience in sales, marketing, or customer service within the banking sector.
• Strong knowledge of taxation laws, investment options, and securitization.
• Ability to profile clients, assess financial needs, and recommend appropriate solutions.
• Familiarity with Zanaco retail products, account opening procedures, and KYC requirements.
• Solid understanding of relevant legislation including AML and banking codes.
• Excellent communication, networking, and relationship building skills.
• Proven ability to manage complaints, resolve issues, and deliver results under pressure.
• Competencies in teamwork, problem solving, analytical thinking, and customer service orientation.

Apply now to:

https://careers.zanaco.co.zm/jobs/f61101dd-ffb3-4a56-975a-86ffca7893bc