Customer Service Relations, finance, team leader, credit management

Nchimunya Masuwa

Seasoned Banker

To be part of a vibrant organization that is ready to utilize my professional qualifications and skills to the fullest and to also be able to grow alongside the organization. Email: ad1rge@r.postjobfree.com

Address: Kafue, Lusaka

Phone: +260-***-***-***

Date of birth: 1985-09-27

Nationality: Zambian, NRC No:131929/79/1

Experience

Jul 2022 - Present Preferred Banker

ZANACO Bank

Mar 2022 - Jul 2022 Acting Branch Manager

ZANACO Bank

Jul 2019 - Feb 2022 Preferred Banker

ZANACO Bank

Jul 2018 - Jul 2019 Operations Coordinator

ZANACO Bank

Other Experience :

Position: Senior Customer Service Assistant

Company: ZANACO Bank

Period: 2016-07 - 2018-06

Position: Supervisor

Company: ZANACO Bank

Period: 2014-02 - 2015-07

Education

2021 Bachelors Degree

University of Lusaka (UNILUS)

2017 Diploma

Zambia Institute of Banking & Financial Services (ZIBFS) 2004 School Certificate

Languages

English, Tonga, Bemba

and Nyanja

Skills

Certifications & Courses

References

Effectively manage and nurture relationships within the preferred banking portfolio.

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Actively promote and market various bank products, including loans, accounts, and investment options.

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• Uphold and maintain exceptional levels of customer service at the branch.

• Drive the expansion of the client base within the portfolio. Establish and monitor goals for referrals, new business acquisition, and cross- selling.

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• Thoroughly evaluate loan applications and ensure prompt processing. Conduct personalized customer visits to address their specific needs and ensure their satisfaction.

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• Share valuable client feedback with team members during collaborative sessions. Collect and promptly submit customer feedback forms to the customer service department.

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Log and diligently follow up on customer queries, providing timely and satisfactory responses.

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• Strategically drive branch growth in terms of balance sheet and profitability.

• Provide oversight and manage daily operations and activities at the branch.

• Supervise and ensure the prompt and accurate handling of customer instructions.

• Offer support and guidance to the branch staff.

• Meet branch targets and goals effectively.

• Efficiently manage processes and implement robust controls.

• Foster a positive work environment and effectively manage the branch team.

• Build and nurture relationships with private customers.

• Resolve customer queries and provide valuable feedback.

• Uphold and ensure excellent standards of customer service are maintained.

• Nurture and oversee relationships within the preferred banking portfolio. Market and advertise bank offerings, including loans, accounts, and investment accounts.

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• Uphold exceptional customer service standards at the branch.

• Actively expand the client base in the portfolio.

• Establish and track goals for referrals, new business, and cross-selling.

• Assess loan applications and ensure timely processing.

• Conduct customer visits to address their needs and ensure satisfaction.

• Share valuable client feedback with team members during team meetings.

• Collect and promptly submit feedback forms to customer service.

• Record and follow up on customer inquiries, delivering timely responses.

• Streamline branch expenses management for optimal efficiency.

• Prepare the branch for audits and ensure strict compliance.

• Perform snap checks and promptly address audit findings and risk events. Report any risk events occurring in the branch to relevant departments at the Head Office.

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• Verify signatures and authorize transactions related to the banking system. Process or authorize customer instructions within agreed-upon service level agreements (SLAs).

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Timely submission of all required returns to stakeholders as per designated timelines.

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Conduct daily call-over of vouchers and maintain meticulous record-keeping systems in line with bank procedures.

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Make documents and records readily available for review or control purposes as necessary.

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Ensure unwavering adherence to record-keeping and document management guidelines established by the bank.

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• Bachelor degree in Banking and Finance

• Professional Diploma in Banking and Finance

• School Certificate

Teamwork Problem-Solving Leadership Microsoft Office Marketing Reporting Office Admin Training

Compliance Internal Controls Strategy Budgeting

• Certificate in Project Planning and Management

• Certificate in Monitoring and Evaluation

• Certificate in Psychosocial Counselling

• Cashiers Training

• Cheque Truncation Training

• Supervisor Training

• Atm Custodian Training

• Customer Service Training

• Culture Champion Training

• Customer Excellence Training

• CVP Champion Training

• Bancassurance Training

• To be provided upon request

Contact this candidate