Internet Banking & Merchant Services Specialist (02)

Job Description

Career Opportunity

Internet Banking & Merchant Services SpecialistCareer counseling service

Transactional Banking Department – (Kitwe X1 and Lusaka X1)

First Capital Bank is actively seeking a dynamic and results-driven professional to join our team as a Sales and Service Specialist – Internet Banking & Merchant Services. In this pivotal role, you will engage with our existing corporate clients to promote the adoption and effective utilization of Point of Sale ( POS) devices and internet banking solutions, collectively known as “Services.” Additionally, you will be responsible for onboarding new corporate clients, providing support for transaction processing, and delivering first-line assistance to customers with POS devices at their outlets. If you are a proactive communicator with a passion for customer service and digital banking solutions, we invite you to be part of our innovative team dedicated to enhancing our clients’ banking experience.

Roles and Responsibilities

Plan and execute weekly call plan in conjunction with the RM’s to promote utilization of POS devices and Internet

Engage customers to support the Banks strategic service objectives under the

Internet Banking and Merchant Services pillars.

Migrate clients onto the Internet (IB)/ Mobile Banking (MB) Platform.

Follow up with new onboarded customers that are not transacting on POS, IB and/or MB.

Ensuring all new customers are activated for the Services, have received the Service specific branding and it is well displayed in their business premise/s.

Log any queries that relate to a hardware, technical or system fault.

Log any required enhancements or new requirements.

Ensure that all logged queries are followed up and resolved/ addressed within the agreed SLA timelines.

Cold call prospective customers at their trading sites or shops and conduct promotions to canvass suitable customers for the bank’s Point of Sale, Mobile and Internet Banking solutions.

Work closely with RM’s and support them when there is a requirement for a demonstration on the IB/ MB and POS solutions.

Actively look out for opportunities to cross sell.

Build relationships with new customers to ensure the new Services are understood and well adopted to ensure maximum transaction value via the Services.

Maintain relationships with existing customers in order to retain active use of the Services.

Prepare monthly in-depth business analysis on IB/ MB and PoS performance with recommendations on how to increase revenue.

Report on client retention rate. Report monthly on service challenges, key actions taken/ to be taken, TAT on resolution and status.

Track and report on dormant IB/MB profiles and well as PoS machines.

Report of IB/MB utilization at RM and client level.

Experience, Qualifications and Skills

Bachelor’s degree, in Engineering, Economics, Statistics, Business, Information Technology, or related studies.

At least 3 years’ experience in a client facing role

Experience in preparing and presenting reports.

Working experience in Merchant Services and/or Internet Banking will be an added advantage.

Technical Skills and Competencies

Good sales acumen

Excellent banking product knowledge

Strong analytical skills

Agile

Teachable

Excellent judgment and decision making

Excellent training and coaching skills (Assist customers to understand the solution)

Influencer

Team player

Good orator

Good negotiator

Able to build networks

Problem solver

Confident communicator that can engage people easily

Ability to work independently and manage time effectively

Proactive and self-motivated with a strong drive for results