Service Consultant

Position Overview Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at UNZA Agency: Role Description 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 Preferred Banking client through a dedicated Preferred Banker who also assesses and recommends appropriate products and services to clients that come through to the bank. Job Responsibilities: Customer Service (60%) · Act as first point of contact for all customer service requirements 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 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 agreement (SLA) including account opening, loan processing, transfer of funds etc. and confirming these to them to ensure SLAs are met. · Responsible for managing the complaints management process including calling back clients to confirm resolution and logging in complaints in Ameyo for tracking. · Responsible for raising the overall service standards in the branch and making appropriate recommendations to improve service. · 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. · To set and monitor Branch Service Stand