Service Consultant

20 Apr 2026 Service Consultant at Zambia National Commercial Bank Plc

• 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 Standards using the 5 non-negotiables to ensure the delivery of high service quality to customers. • Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades so that the CVP is aligned to customer’s needs. • Responsible for educating Preferred banking customers that come through to the Bank on the Bank’s product offering and service channels including any changes to the CVP pertaining to the segment. • Responsible for educating digital clients about alternate channels to facilitate realization of the Retail strategy in branches. • Responsible for liaising with the Preferred Banker on market updates/financial news and informing customers to help them make informed financial decisions. • Execute life cycle programs to provide full customer service propositions that deepen client relationships. • Ensure that all the key personal details of the customers are known e.g. birthday, anniversary, hobbies, spouse and children’s details etc. through CRM to better meet client’s needs.