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Job Purpose

To efficiently perform over-the-counter customer transactions including foreign exchange transactions and ensure that bank procedures are adhered to whilst enhancing the customer experience through counter interactions.

Job Responsibilities

Operations and Controls

  • Efficiently execute all over-the-counter transactions such as but not limited to cash deposits, cash withdrawals, and cheque deposits while observing controls stipulated in the operations manual
  • Actively Sale and Purchase Forex and process Bill Muster payments
  • To adhere to the minimum security policy requirements on counter security by checking that security features i.e. alarm system working, read the security instructions as contained in the Business Continuity Plan.
  • To verify cash received and paid out before completing the transaction in order to avoid errors
  • Counter-check the correctness of the account where the transaction is being posted in order to avoid misposts
  • To reconcile till at the start and end of the day whenever cash is restocked or repatriated
  • To liaise with Senior Teller for evacuation of excess cash in order to minimize losses in an event of a robbery
  • To refer any transaction in excess of the Teller limit to the next level of authorization
  • To hold cash on hand within the Teller limit as per agreed limits
  • To ensure the Teller panic button is tested as per the bank’s procedure
  • To avail all vouchers posted in a day to the Senior Teller for use in callover management
  • Escalate any exceptions and anomalies encountered or observed during the day to the Senior Teller for onward relay to the Operations Manager for further resolution
  • To report any cash differences within 24hrs and assist in the resolution of the differences.
  • Ensure all vouchers processed are secured and in accordance with bank procedure.
  • Ensure that your cash box is secured in the vault at end of the day after cash on hand has been verified by the Supervisors
  • To perform any other duties as may be delegated from time to time by the Operations Manager

Customer Service

  • To be ready to serve customers before the bank opens to the public and also maintain smooth teller counter operations with minimal disruptions.
  • To provide customers with excellent service experience by adhering to the agreed non-negotiable service behaviours and practising Zanaco values
  • To pay and receive physical cash and process other financial instruments over the counter timely
  • To improve the customer experience and ensure customer waiting time is less than 15 minutes.
  • To ensure that all complaints received over the counter are captured and attended to within the SLA timelines
  • To escalate any unresolved queries or queries that exceed SLA to the Senior Teller.
  • To make follow ups with the Senior Teller to ensure quick turnaround time of escalated queries and complaints.
  • To be knowledgeable and aware of the bank’s products and services.
  • To participate in the weekly, monthly product & service sessions for the tellers.
  • To ensure that a professional image is portrayed at all times
  • To ensure that there is same day escalation of outstanding online/ interbranch cheques to the Operations Manager
  • To ensure the clean desk policy is observed and that cleanliness on the counter is upheld
  • To direct customers to appropriate delivery channel as a point of service e.g. ATM, Zanaco Express outlets,

Sales Leads

  • To act as a spokesperson for the branch explaining sales/service campaigns to customers
  • To identify sales leads by talking to customers to understand their requirements refer them to Sales staff for further action
  • To participate in specific product campaigns by ensuring that the products are explained to customers.

Personal Development

  • To agree annual performance objectives with the Operations Manager /Senior Teller.
  • To pursue continued improvement in personal development by participating in


  • Ensure that all risks applicable to your area are identified, reported and captured in the risk register.
  • Participate in the annual review of procedure manuals when requested
  • Ensure you familiarize yourself with and adhere to the Zanaco Enterprise risk management framework and participate in risk management trainings organized



Education: University Degree in a business-relevant field

Professional: Degree in a professional field

Minimum Experience: Zero (0) to one (1) year of banking experience is adequate.

  • Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
  • Understanding of relevant legislation e.g. KYC, Anti - Money laundering, and Banking code.
  • Understanding of people's policies and processes
  • SLA management/ compliance Certifications


  • Attention to detail.
  • Rule orientation
  • Excellence orientation
  • Numerical reasoning
  • Problem-solving
  • Delighting the Customer
  • Drive for results
  • Self-management
  • Teamwork
  • Verbal and written communication

Work Level: Junior

Job Type: Contract

Salary: Market Related

Duration: 1 - 2 Years

EE Position: No

Zambia National Commercial Bank (ZANACO) image
Zambia National Commercial Bank (ZANACO)
Agribusines and SME business banking
Personal banking
Corporate finance
Electronic payment systems
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.