Sales and Service Officer

  • Full Time
  • Lusaka, Zambia
  • Applications have closed.

National Savings and Credit Bank



In line with our business priorities aimed at ensuring outstanding customer experience and the need to effectively manage the challenges and opportunities faced by the Bank, the Bank seeks services of highly motivated, result-oriented, well-qualified and experienced professionals to fill the position of Sales and Service Officer – Northend- NG5.

1. Purpose of the Role

To sell bank products and provide quality customer experience.

2. Key Responsibilities

2.1 Front Office accountabilities

a. To see to it that customers are satisfied through delivery of quality service. Satisfying customers is the goal.
b. To teach or guide customers, with courtesy, about bank requirements or processes involved. Clearly show customers how to complete bank forms.
c. Service Standards: Deliver services to both external and internal customers within set turn-around-times using Service Level Agreements (SLAs).
d. Front Office / Front line staff: In close coordination with the rest of staff, since the Front Office is a high-contact and most used service and sales point, adhere to right etiquettes through Front Office Guidelines, queue management and migrating customers to increase use of ATMs and POS.
e. Usher Services: To provide usher services to customers. Meet and welcome customers in the banking hall and request to assist them. Show them what to do, where to get information or bank documents, how to do, and where to go. Show them where ATMs or POS are and how to use ATM cards.
f. Service Calls: Using your top 100-customer list, call your customers regularly whether you have something to sell or not, a service call would do to cement the relationship with the bank.
g. To establish sales leads from bank records and through interactions with customers and other people. To sell and cross-sell bank products and services.
h. To be instrumental in coordinating sales and service activities in the branch, including meetings relating to sales and customer service.
i. Liaise with service providers within the branch, thus, cahiers, back-office staff and loans section to provide timely and comprehensive services to the front line. Present statistics of against expectations or set standards.
j. Periodically benchmark and collect data within and outside NATSAVE (competitor information) so as to prescribe changes leading to better service delivery.
k. Establish what you do not know about your work, seek out guidance from your peers or request your supervisor to coach you. Make a personal monthly programme to read about products and services, customer services, selling, procedures and policies. Teach others also.
l. To take part in generating ideas for continuous improvement in the following areas: customer service, sales and operational processes; this is your involvement in making meaningful bank decisions where ideas are channeled through MY IDEAS suggestion process.
a. Monthly – to be involved in initiating and implementing work process and service delivery improvements for the section and the branch.
b. To be deeply involved in conducting Morning Meetings aimed at improving service delivery, work processes and quality of outputs.
m. Apply the values of “responsiveness” and “empathy” in monitoring satisfactory levels of customers by using feedback systems of SLAs, Customer Complaints, benchmarking, and customer exit interview results in order to improve service delivery levels and also to recommend improvement changes to existing practices.
n. To record and track your achievements in line with set targets, and to appraise yourself at every quarter-end.
o. To open customer accounts and ensuring that all accounts being opened are compliant to Know Your Customer (KYC) requirements.
p. To immediately send entity search requests the moment certificates are submitted by customers.
q. Ensure that the front office is stocked with customer stationery before the branch is open.
r. Every day, to log available customer complaints in the Customer Complaints Register. Both written and verbal complaints should be logged.
s. Ensure to provide feedback to customers’ queries as per your promise, whether you have the answer or not.
t. To attend to customer inquiries and queries. To operate as a one-stop-shop for all customer needs: avoid sending customers back and forth for their requirements.
u. To receive customer instructions and ensuring that such instructions from customers are clear and not ambiguous. If instructions are not clear, refer to your supervisor before the customer leaves.
v. Customer Instructions: Ensure that customer instructions are authorized before you act on them.
w. Entries, Customer Instructions, and other vouchers under your control: all entries not yet submitted to your immediate supervisor or under work-in-progress must be kept under lock and key, especially when you leave your desk.
x. Ensure to submit all day’s vouchers to the Branch Supervisor / Operations Officer.
y. To raise entries as required in the section and per bank procedures. Ensure to see to it that entries initiated by you are complete: that they are checked, authorized, and dully stamped.
z. To file all vouchers, customers account opening forms and other documents for the section. Only completed vouchers should be filed. Completed vouchers for filing are those that have been checked, authorize, date stamped and called back.

1.1 Credit Accountabilities

a. To undertake credit appraisals and ensure all lending Documentation is complete as per the Credit Policy and Procedures with respect to amount of finance, terms and conditions, borrower’s borrowing mandate, authorized signatory etc
b. To be involved in ensuring that loan recoveries are done properly, coordinating loan collection activities and managing the general Credit Risk of the branch.
c. To ensure that key compliance KYC documents like Key Facts statements, Credit reference bureau statements, letters of undertaking, collateral documentation are executed fully by borrowers.
d. To monitor the changes in the borrower’s financial conditions that may impact the loan performance.
e. To comply with the guidelines tabulated in the Debt recovery policy when dealing with distressed loans.
f. To grow the Loan book and achieve TAT of 48 hours from receipt of loan applications.
g. To achieve NPL ratio< or equal to 10%.
h. To achieve TAT of 72 hours for resolution of customer complaints/queries with a tracker in place for reporting to management.
i. Achieve 100% compliance with regards to credit data submission on CRB.
j. To ensure management and closure of ALL Credit Related Audit issues and that there are no repeat findings.
k. To achieve a 90% recovery rate on all active loans.
l. To carry out other duties assigned to you by management.

3. Requirements

o Full Grade 12 certificate
o Minimum of bachelor’s degree in Banking and Finance or any other related commercial field
o Minimum of three (03) years’ experience in Credit Management, Sales, and Banking Operations.

4. Other Skills and Attributes

o Working knowledge of the Banks products and services
o Must exhibit drive and passion for customer service excellence.
o Ability to evaluate needs of customers and determine what products or service would best serve those needs.
o Must be proficient in Excel Microsoft Office tools.
o Excellent Communication skills

5. Application Process

If you meet the above requirements, kindly submit your application letter together with copies of qualifications and a detailed Curriculum Vitae to:

The Head – Human Capital and Administration
National Savings and Credit Bank
P.O. Box 30067

Or e-mail your application to [email protected]
Closing date for receiving applications will be 21st June 2023.

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