Corporate Service Specialist

Career Opportunity

Corporate Service Specialist

Transactional Banking Department – Lusaka

First Capital Bank is seeking a dedicated and customer-focused Corporate Service Specialist to join our team. In this role, you will be responsible for delivering an exceptional customer experience across multiple channels including face-to-face, telephonic, and digital platforms by efficiently resolving queries, processing customer requests, and managing expectations. You will proactively identify opportunities to cross-sell the Bank’s solutions, ensuring our clients receive tailored and innovative services that meet their needs. Additionally, you will provide first-line support to clients, monitor overall customer satisfaction, and report on key service metrics. If you are passionate about delivering outstanding service and building strong client relationships, we invite you to become a vital part of our dynamic team at First Capital Bank.

Roles and Responsibilities

• Plan and execute weekly call plan in conjunction with the RM’s to build brand loyalty.
• Engage with the customers in a professional way as specified in the service standards.
• Ensure customers’ needs and expectations are understood. Process the customers’ requests in an efficient and effective way.
• Resolve all customer queries efficiently, and within agreed timelines.
• Build and maintain relationships with internal and external stakeholders to support the business strategy.
• Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines to drive and achieve relevant product and service targets.
• Comply with governance in terms of legislative and audit requirements.
• Log any queries that relate to a hardware, technical or system fault.
• Log any required enhancements or new requirements.
• Actively seek out opportunities to cross sell.
• Maintain relationships with existing customers in order to retain active use of the services.
• Prepare monthly in-depth business analysis on service performance; clearly highlighting challenges experienced by customers with recommendations on how to resolve the identified challenges.
• Report on client retention rate.
• Report monthly on TAT from support functions for each complaint.
• Track and report on dormant accounts.

• Bachelor’s degree, in Marketing, Customer Service, Economics, Statistics, Business Administration, or related studies.
• At least 3 years’ experience in service and/or sales.
• Experience in preparing and presenting reports to management, as well as data analytics will be an added advantage.

Technical Skills and Competencies

• Excellent service and sales acumen
• Good banking product knowledge Good analytical skills
• Agile
• Teachable
• Good judgement and decision making (Able to read the room and pivot)
• Excellent training and coaching skills (Assist customers to understand product offering)
• Influencer
• Team player
• Good orator
• 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

Application Process

Only suitably qualified, experienced, and skilled candidates are encouraged to apply for this role using the email below: recruitment@firstcapitalbank.co.zm

Closing date for applications is Friday, 6th August 2025.

Only shortlisted applicants will be communicated to.