Service Consultant Zambia National Commercial Bank Plc

JOB PURPOSE

This position ensures the role holder acts as the first point of contact for all service issues for the establishment of a relationship managed association between the Bank and the Banking clients through a dedicated preferred banker who also assesses and recommends appropriate products and services offering to clients that come through to the bank.

Under the supervision of the Branch Manager the following are among the Job Key Responsibilities:

• Act as first point of contact for all customer service requirements in order to offer a personalized service offering.
• Responsible for relationship managing Preferred Banking customers as per prescribed frequency or as need may arise.
• Responsible for executing customer contact plans and retaining a record that facilitates tracking fulfillment of client’s needs.
• To interact with customers in order to direct them to appropriate points of service through customer triage and to use the interaction as an opportunity to enhance their banking experience.
• Accountable for timely execution of client instructions within Service Level Agreements including account opening, loan processing, transfer of funds etc. and confirming these to them to ensure service level agreements are met
• Responsible for managing the complaints management process including calling back clients to confirm resolution and logging in complaints tracking system
• To ensure customer retention through cross selling, upselling and deep selling by assessing client’s needs and recommending appropriate products to them whilst increasing the Bank’s share of the customer’s wallet size.
• Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades so that the CVP is aligned to customer’s needs
• Responsible for educating digital clients about alternate channels in order to facilitate realization of the Retail strategy in branches
• Responsible for liaising with the Preferred Banker on market updates/financial news and informing customers in order to help them make informed financial decisions.
• Execute life cycle programs in order to provide a full customer service propositions that deepen client relationships
• Proactive client engagement on a regular basis in order to provide timely and personalized banking services.
• Keeps up-to-date with in country market and global trends in order to recommend and link clients to appropriate events.
• Ensure that the full value chain of the segment proposition is realized for the Bank by cross selling, deep selling and upselling the banks products, collecting the due income, and educating clients on the use of various channels for transactions in order to achieve full value proposition.
• Support loan requests by vetting and uploading them on LMS for processing in order to meet client’s needs.
• Monitor sales performance against set targets and address any adverse variances on time
• Monitor client’s changing requirements and recommend strategies to ensure that the organization’s products and services are fully utilized.
• Responsible for keeping the client database up-to-date including mailing address, KYC etc. to facilitate ease of communication to account owners.
• Knowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.
• Responsible for reporting any identified operational risks on time to the Branch Manager.
• Any other operational duties assigned by the supervisor including call backs and batch journal call overs
• To ensure attendance of all recommended training/meetings relevant to the role. e.g. Customer Service, Wealth management, Investment options, financial interpretation, Sales meetings, huddles
• To share knowledge, experience and best practice with team members in order to ensure that team performance complies with set service standards
• Any other responsibilities assigned by management