Experience

• 

  Bank of Zambia

  • Lusaka, Lusaka Province, Zambia

  • Note Examiner

    • Jan 2023 - Present
    • Lusaka, Lusaka Province, Zambia

• 

  Zambia National Commercial Bank (Zanaco) PLC

  • Zambia
  • Banking
  • 700 & Above Employee

  • Loan Officer

    • Jan 2018 - Aug 2019

    Processed loan applications timely and accuratelyConducted loan and refinancing promotionsResearching organizations and individuals to find new loan sales opportunitiesContacted potential clients to establish rapport and arrange meetings for sales opportunitiesAssessed client’s financial status and evaluated credit worthinessMonitored existing loans and followed up clients for possible renewals Prepared monthly reports on the performance of the portfolio and present to other staffMonitored portfolio to identify clients in arrears and initiate overdue collections process

  • Customer Service Officer

    • Jul 2017 - Dec 2017

    Building and maintaining strong relationships with customersFirst contact for walk in customers and received their requests.Communicating with customers to understand their needsOffer solutions to challenges clients face and suggest ways to improve service delivery to staff.Received customer complaints and initiated resolution processMarketing new and existing products and services to customers through emails, phone calls anddirect contact.Making presentations to staff on products and updating them on customer feed backTracking and documenting customer interactions through CRM system.Educated customers on information about products, services and other deals and promotionsOnboarding clients on mobile banking platformRegularly compiled reports on customer satisfaction and updated customer records.Supervised sales teamReceived recognition for exceptional customer service in an internal company magazine

  • Bank Teller

    • Mar 2015 - Jun 2017

    Processed cash and check deposits and withdrawals in a timely and efficient manner.Packaging cash and rolling coins to be stored in drawers or the bank vault.Maintaining and balancing cash drawers.Reconciled bank accounts and resolved discrepanciesProcessed new and existing account requests including opening and closing ofaccounts.Achieved a 90% customer satisfaction record through feedback on surveys,demonstrating outstanding attention to detail and customer service skills.Advised customers daily on banking procedures and available products/services,displaying effective communication and rapport building skills to increase customersatisfaction and loyalty.Updating and maintaining procedural documentation