Service Coordinator (Mongu)

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

Zambia National Commercial Bank PLC


This position ensures the role holder to effectively manage processes, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy.

Under the supervision of the Branch Manager the following are among the Job Key Responsibilities:
  • To ensure actioning of customer instructions (salaries, backing sheets, address amendments, standing orders, stopped cheques, RTGS/ TTs etc.) is within SLA.
  • To timely authorize transactions and verify signatures for system transactions and customer instructions brought in e.g. in-house cheques in Sybrin queues etc.
  • Monitor workflow on the system to ensure transactions pending, Assigned, Unassigned are cleared to facilitate the running of EODM successfully. Clear all assigned and pending transactions in work flow before 17: 00 hours daily according to the time the transaction was assigned.
  • To ensure mandate management is happening with customers and up to date information maintained (end to end KYC management)
  • To ensure sampling on call over of Teller vouchers and subsequent filing is happening as per guidelines.
  • To ensure call over of ALL GL vouchers as well as the other vouchers is happening daily as per Bank procedure.
  • To conduct and review snap check findings, audit findings, and risk events and ensure all findings are closed within agreed timelines.
  • To raise incident reports in the branch and ensure they are conclusively timely addressed and closed. Escalate if required.
  • To own, manage and test the business continuity plan for the branch and raise any issues that may come up during periodic testing.
  • Ensure that all members of staff comply with all policies and procedures required by the Bank including operational risk and control procedures such as KYC, anti-money laundering security of premises and that necessary controls are enforced and maintained.
  • To manage maintenance aspects of the branch e.g. furniture, fixtures, premises or equipment in order to ensure branch ambiance requirements are maintained and that staff operate in a safe environment and escalate where need may be.
  • To ensure that all branch systems are operational and report any failures to IT helpdesk for quick resolution.
  • To ensure cash assets are properly secured, limits observed for both vault/ATM, reconciled daily, differences reported daily and that dual control is observed at all times
  • Ensure that team members reconcile working stock of controlled stationary daily e.g cards.
  • To ensure unpaid items are attended to within timelines to avoid items being rejected (Too Late For Acceptance) or accounts becoming overdrawn.
  • Ensure that Branch Risk Control assessments are updated monthly and return provided to Risk/Compliance.
  • To set and monitor Branch Service Standards using the 5 Non Negotiable in order to ensure the delivery of high service quality to customers.
  • To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to.
  • To drive closure of pain areas identified during NPS survey and ensure no recurrence.
  • To monitor customer touch point standards and ensure working queue management strategies are in place.
  • Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
  • To facilitate resolution of customer complaints and track the turnaround time of query resolution for queries relating to the back office function and the number of queries outstanding at the end of each day to ensure that the branch keeps the number of outstanding items to a minimum
  • To conduct a query trend analysis, at least monthly, to determine the nature and cause of queries so that staff can be coached on how to prevent reoccurrence of queries where appropriate.
  • Any other responsibilities assigned by management




  • External: Customers, local public officers
  • Internal: All Divisions


  • Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
  • Degree in Business/Marketing or relevant field
  • At least four (4) years’ work experience in a sales & marketing role
  • Understanding of taxation laws and practical experience in application.
  • Appreciation of securitization and investment options.
  • Ability to profile customers and assess the needs of Private banking clients.
  • Understanding of all Zanaco Retail products and account opening, KYC Requirements.
  • Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
  • Ability to read market trends and inform the decision-making process.
  • Understanding of people policies and processes
  • Demonstrated complaint handling and skills certificationsJOB CORE COMPETENCIES
  • Verbal and written communication
  • Delighting customers and drive for results
  • Networking/Liaison
  • Persuading and selling
  • Analytical thinking
  • Team work
  • Customer service orientation
  • Problem solving
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