Overview
The Senior Teller will support the Service Coordinator in managing cash operations, supervising teller activities, and ensuring compliance with bank policies and procedures. This role is vital to maintaining the integrity of cash processes, safeguarding assets, and delivering exceptional customer service. The position requires a detail oriented professional with strong supervisory skills who can balance operational efficiency with customer satisfaction, while contributing to Zanaco Bank’s strategic vision.

Main Responsibilities
• Supervise teller operations, ensuring cash assets are secured, reconciled daily, and managed within set limits.
• Oversee voucher call overs, record keeping, and compliance with cash management policies.
• Verify customer instructions and signatures, ensuring transactions are processed accurately and within service level agreements.
• Monitor workflow systems to clear pending transactions and support smooth end of day operations.
• Manage customer mandates and KYC records, escalating anomalies to the Service Coordinator.
• Drive customer retention through cross selling, queue management, and proactive engagement in sales campaigns.
• Set and monitor branch service standards, track performance, and resolve customer complaints promptly.
• Ensure timely submission of service returns and reporting requirements.
• Act as a spokesperson for branch campaigns, identify sales leads, and refer clients to sales teams.
• Support compliance with regulatory requirements and internal policies, while maintaining high service quality.

Required Qualifications and Skills
• Grade 12 certificate with credits in Mathematics, English, and three additional subjects.
• University degree in Business, Banking, Finance, or a related field; a Diploma in Banking and Finance is an added advantage.
• Minimum of 3 years’ banking experience, including at least 3 years in a supervisory role.
• Strong knowledge of Zanaco retail products, account opening procedures, cash management, and branch processes.
• Solid understanding of KYC, Anti Money Laundering, and relevant banking legislation.
• Demonstrated ability to handle and resolve customer complaints effectively.
• Core competencies include results orientation, relationship building, proactive problem solving, teamwork, interpersonal skills, and customer service excellence.

Apply now to:
https://careers.zanaco.co.zm/jobs/2082fe8d-e0e6-41d4-a5a6-a3eec02442e6