Business Consultants – Business Banking Zambia National Commercial Bank Plc

JOB PURPOSE

To represent and service the needs of Business Banking (BB) clients at the branch level focusing on customer service, query resolution, in-branch sales and customer on-boarding

Under the supervision of the Senior Relationship Manager following are among the Job Key Responsibilities: –

• Actively seek to grow number of assigned branch active Business Banking customers and accompanying balance sheet and income
• Build in-depth knowledge of Business Banking and Retail products and apply this knowledge to satisfy customer needs and meet sales targets.
• Sell Business Banking accounts and onboard walk-in customers in the branch
• Cross and upsell products to walk-in customers to increase product utilization per customer in allocated branch
• Generate and pass on leads to relationship managers and product specialists for products including loans, trade and cash management services
• Maintain regular communication with clients, understand their financial needs and provide financial solutions
• Ensure delivery of the Business Banking value proposition and branch customer journey
• Deliver high quality customer interactions by being prepared and maintaining a professional manner and appearance at all times
• Resolve BB customer service requests and queries in a timeously manner including escalation to relevant teams for closure with feedback provided to the client promptly
• Take responsibility for BB customer complaints received through the branch and ensure closure or resolution by relevant stakeholders
• Maintain sustainable relationships with prospective and existing customers by taking an interest in their business and understanding their banking needs including tracking services consumed including from all financial institutions
• Respond to the customers information requests including providing basic training support on how use bank products and channels
• Adherence to Zanaco operations manual and other relevant manuals
• Execute activities within risk and compliance requirements
• Provide proper and correct product information
• Correct and error free execution of sales processes (Leads, campaigns, opening of accounts and cross sell)
• Compliance with internal procedures and processes
• Compile sales and service performance reports for submission to line manager

• Manage dormant accounts ensuring clients activate accounts or close accounts if no longer required.
• Take ownership for ensuring that all accounts opened are KYC-AML compliant (Know Your Customer and Anti Money Laundering) and tagged to the appropriate relationship manager
• Ensure 100% KYC compliance and regulatory requirements in all interactions with clients
• Any other responsibilities or tasks as maybe assigned by management.

INTERNAL/EXTERNAL CONTACT

External: CIB and BB Customers and other customers using transactional banking solutions

Internal: All Divisions.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in Business, or banking qualification preferable

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
• 2 years in customer-facing sales or service role in financial services industry
• Experience working with SMEs and/or corporate clients is an added advantage
• Good knowledge of banking systems and processes used by the bank and customers
• Familiarity with international best practices and global trends in the cash management sector
• Technical knowledge in business finance tools, products and methodologies an added advantage
• Knowledge of legal and regulatory issues typical for country banking systems.
• Ability to understand main aspects of a financial institution’s operations an added advantage
• Strong knowledge of Bank products and channels an added advantage

JOB CORE COMPETENCIES

• Communication and presentation skills.
• Attention to detail and accuracy
• Ability to work independently under strict deadlines
• Proficiency in using MS Office applications especially Excel and PowerPoint
• Customer-centric and results oriented with good problem-solving skills
• Good planning and organizational skills
• Personable character with ability to deliver consistent high-quality customer interactions
• Strong selling and negotiation skill
• Ability and willingness to learn
• Team player with high integrity and accountability