Overview
The Service Consultant – Mufulira will serve as the first point of contact for clients at Zanaco Bank’s Mufulira Branch, ensuring a seamless and personalized banking experience. This role is central to building trusted relationships with Preferred Banking customers, handling service requests efficiently, and proactively recommending financial solutions that meet client needs. The consultant will play a key role in driving customer satisfaction, retention, and portfolio growth while supporting the bank’s broader retail strategy.

Main Responsibilities
• Deliver frontline customer service, managing inquiries, transactions, and service requests with professionalism and accuracy.
• Build and maintain strong relationships with Preferred Banking clients, ensuring regular engagement and tailored financial advice.
• 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.
• Manage the complaints process, 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 sales performance against targets, address variances, and recommend strategies to meet evolving client 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 field.
• 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.

To get more context, apply now to:
https://careers.zanaco.co.zm/jobs/022f4286-734b-42b7-9aec-5e084fab6db6