Zambia National Commercial Bank (ZANACO)
Zambia National Commercial Bank (ZANACO)
Posted Job
about 3 years ago

Corporate Service Support Specialist (X1)

This listings application deadline has expired so it is probably out of date

View all jobs →

Zambia National Commercial Bank Plc (Zanaco) 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 Corporate and Investment Banking Department to be based at Head Office:-

Job Purpose

• Responsible for customer service quality and efficiency through day to day service operations concentrating on delivery of high quality after sales customer service support

Under the supervision of the Head – Large Corporates, the following are among the Job Key Responsibilities: –

• The job holder will be the point of contact for Customer Service issues including timely query resolution to support Relationship Management.

• Support relationship managers in maintaining, growing and sustaining quality relationships with existing and new bank customers.

• Prepare and analyze monthly NPS results, Customer Satisfaction Survey, and Mystery Shopping and provide action initiatives to resolve identified pain areas.

• Deliver world class customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Zanaco’s standard procedure and policy.

• Strive to continuously improve the levels of service, through identification of key areas of concern as well as monitoring customer service and satisfaction.

• Proactively engage clients within the portfolio to discuss service issues that they may be facing and drawing up plans to resolve.

• Undertake scheduled customer service visits for top clients on the portfolio and customer phone calls for the rest of the customers.

• Produce call reports in agreed format for all scheduled significant service meetings and visits.

• Provide information to corporate customers on new products and services being introduced by the Bank.

• Maintain regular contact with customers and conduct needs analysis to identify customer service needs effectively and ensure customer satisfaction through proactive management of the customers.

• Responsible for customer service quality and efficiency through day to day service operations of the unit concentrating on delivery of high quality after sales customer service support and arrange or undertake service presentations where appropriate.

• Produce quality complaints MI as per set schedule and drive service excellence through action tracking logs to help in the monitoring of customer service levels and satisfaction.

• Query management and resolution within given turnaround times and escalate those that go beyond expected TATs.

• Collaborate with internal stakeholders to enhance customer experience and increase uptake and usage of the Bank’s products.

• Ensure joint ownership of leads with the RM and materialization of leads to maximize on liability, asset, NFI and interest income growth.

• Conduct root cause analysis, identify systems, processes and service gaps which hinder excellent customer experience.

• Conduct Branch Assessments in key Corporate branches to determine whether work standards and quality work output are achieved and maintained.

• Liaise with internal/external stakeholders and attend to service queries related to information requirements on the Corporate portfolios.

• Perform a proactive liaison role between customers and back office service fulfillment and meet with various internal stakeholders to discuss possible improvements

• Maintain a high standard of control including adherence to KYC procedures and other Bank policies.

• Provide support to account opening, KYC details or other documentary requirements.

• Review and ensure that agreed service level agreements are adhered to

• Ensure effective query tracking by capturing all queries on the log sheet and query logging system for monitoring purposes and future reference.

• Monitor and track achievements against target for key metrics, new clients on boarded and customer service delivery metrics.

• Facilitate training on Customer Service Experience in order to enforce customer service policies and procedures and ensure that training addresses service areas affecting corporate customers.

• Ensure proper segmentation codes are applied against assigned portfolio of Corporate customers.

• Monitor performance of all service delivery channels identifying operational risks and recommend solutions to resolve failures identified.

Internal/External Contact

• External: Customers

• Internal: All Divisions

Qualifications and Experience

• Grade 12 Credit or above mandatory in Mathematics and English, and any other three subjects.

• University Degree in any relevant field, Business or Marketing.

• An MBA will be an added advantage.

• Good knowledge of the Bank’s policies and procedures, customer base, market segments, products and services and knowledge of BFSA, Credit policy, Government policies, etc is cardinal for the job requirement.

• At least 5 years of experience in a related field is required for this position.

Job Core Competencies

• Excellent customer relationship development/management.

• Good negotiation, problem-solving and conflict resolution skills.

• Good oral & written communication.

• Creative and innovative.

• Presentation Skills.

• Ability to manage multiple tasks.

• Telephone Etiquette.

• Superior product knowledge.

• Database management.

Supervisory Skills.

• Supervisory/Influencing.

• Team building/conflict management.

• Organization & coordination.

• General managerial/administration skills.

• Generic Skills.

• Initiative.

• Analytical Skills/Problem solving.

• Self-Management/Organizational skills.

• Interpersonal Skills.

How to Apply

Send your application/cover letter and detailed CV indicating the position being applied to:

Zambia National Commercial Bank (ZANACO) image
Zambia National Commercial Bank (ZANACO)
Lusaka
Personal banking
Agribusines and SME business banking
Corporate finance
Electronic payment systems
Investment
Loans
Zambia National Commercial Bank, commonly known as ZANACO provides personal and business banking, corporate finance, Visa payment systems, investment and loan facilities. ZANACO is the largest financial services provider in Zambia. ZANACO has partnered with Zampost to allow customers to deposit and withdraw funds from their accounts from anywhere in Zambia. The bank has a special interest in agribusiness and small and medium enterprises, offering SMEs payroll solutions.
You may be interested in...
Basal Dressings Fruit Tree Mix  Fertilizer - 10kg image
Fruit Tree Mix is applied as a blended fertilizer for fruit trees 30 days after planting for productive orchard yielding 7.5 to 15 tons per lima.
Basal Dressings Fruit Tree Mix  Fertilizer - 25kg image
Fruit Tree Mix is applied as a blended fertilizer for fruit trees 30 days after planting for productive orchard yielding 7.5 to 15 tons per lima.
 Basal Dressings Fruit Tree Mix  Fertilizer - 50kg image
Fruit Tree Mix is applied as a blended fertilizer for fruit trees 30 days after planting for productive orchard yielding 7.5 to 15 tons per lima.
Top Dressing Npk 10:20:10+6s  Fertilizer  - 5kg image
A compound fertilizer designed to maximize crop yield and quality. Each granule of Unikey Round Granular 20-10-10 + 10S contains nitrogen, phosphorus and potassium, as well as secondary and micronutrients and provides balanced nutrition to meet the nutritional needs of the crop.
Top Dressing Inoculum Nitrozam  Fertilizer - 50kg image
For a healthy and green soyabean crop, Inoculum is a bio-fertilizer that supplies nitrogen to your soyabean crops.
General Alliance Insurance Zambia Ltd image
General Alliance Insurance Zambia Ltd
Personal general insurance
Business general Insurance
Business liability insurance
Lusaka
+3 locations
General Alliance Insurance Zambia is one of the leading insurers in Zambia. It is a subsidiary of General Alliance Group which has a regional presence in Malawi and Tanzania. The company offers a wide range of Personal and Business Insurances. It is also one of the companies with a high solvency ratio and cash coverage in the Zambian insurance market. General Alliance Insurance prides itself on providing a friendly and excellent service and having an open-door policy.
Homenet Zambia image
Homenet Zambia
Residential property
Commercial property
Agricultural land and property
Livingstone
+3 locations
Homenet Zambia offers a quality service to anyone wishing to buy, sell or rent property in Zambia. Proud winners of the Diamond Arrow award in 2010 and 2011 for the best real estate agency in Zambia, the company strives to offer clients a consistently high level of service. Homenet covers property in game parks including Lower Zambezi, Luangwa, and the Kafue National Park. It also specializes in residential and commercial properties, property management and property valuations.
Best of Bikes image
Best of Bikes
Bike service and maintenance
Bike parts and accessories
Motor bike sales
Lusaka
Founded in 2012, Best of Bikes are Yamaha and Lifan motorbike dealers, stocking a wide range of bikes and quads at their Lusaka base. They have a huge selection of spares and accessories for most motorbike brands, as well as motorbike gear such as jackets, helmets and top boxes. Best of Bikes has a fully equipped workshop offering service and repairs for different motorcycles. All works are carried out by an experienced team with extensive experience in the industry.
Global Weighing Equipment image
Global Weighing Equipment
Industrial tools and equipment
Building project management
Plant installation
Choma
+3 locations
Global Weighing Equipment specialises in weighing, fuel handling and measurement systems. It is the official distributor of Avery Weigh-Tronics and Avery Berkel equipment. The company hires out scales and other types of weighing machines. It provides an installation service, routine maintenance and emergency repairs for its products. Global Weighing Equipment also offers consultancy services as well as project management.
Vetlab image
Vetlab
Water and sanitation consultants
Inspection and Testing
+2
Lusaka
UNDER CONSTRUCTION// Vetlab offers a wide range of tests which will assist you in monitoring the health and environment of your production animals and units. This monitoring plays an important role in ensuring optimal output of your production units. Tests offered include bacteriology, parasitology, water testing, analytical milk testing, serological testing (ELISA), Mycotoxin Elisa testing and feed nutritional testing. Other tests that can be done on special request are microbiological testing, food chemistry testing, chemical exposure analysis, water and waste water chemistry testing, diagnostic testing as well as COVID-19 testing (excluding sampling). With a highly skilled team of consultants Vetlab also provides food safety auditing and training services. A range of lab consumables such as sterile water samples bottles, blood vacutainers, dust and boot covers, throat swabs, contact and sedimentation plates as well as FTA cards are available.