Teller

Job description

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 Retail Banking Department at Head Office – Commercial Retail:

Role Description

This is an entry level role offering an excellent opportunity to start a career with the Bank. Successful candidates may be deployed to any branch across the country, based on business needs. Applicants should therefore demonstrate flexibility and commitment to serving wherever assigned, including outside of Lusaka.

Job Purpose: Responsible for delivery of branch balance sheet and profitability targets by driving the sales and service agenda. This is achieved through the acquisition of quality accounts and execution of customer retention strategies that will ensure sustainability of business growth. The Teller role also effectively manages process controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and strategy.

Job Responsibilities:

Operations & Controls (45%)

· Efficiently execute all over-the-counter transactions such as, but not limited to cash deposits, cash withdrawals, cheque deposits while observing controls stipulated in the operations manual.

· Actively sell and purchase Forex and process Bill Muster payments.

· Adhere to the minimum-security policy requirements on counter security by checking security features i.e. that the alarm system is working, reading security instructions as contained in the Business Continuity Plan.

· Verify cash received and paid out before completing the transaction to avoid errors.

· Counter-check accuracy of account where transaction is being posted to avoid mis-posts.

· Reconcile the Teller Till at start and end of day whenever cash is restocked or repatriated.

· Liaise with Senior Teller for evacuation of excess cash to minimise losses in the event of a robbery.

· Refer any transaction in excess of Teller limit to the next level of authorisation.

· Hold cash-on-hand within Teller limit as per agreed limits.

· Ensure the Teller panic button is tested as per Bank’s procedure.

· Avail all vouchers posted in a day to the Senior Teller for use in call over management.

· Escalate any exceptions and anomalies encountered or observed during the day to the Senior Teller for onward relay to the Operations Manager for further resolution.

· Report any cash differences within 24 hours and assist in the resolution of the differences.

· Ensure all vouchers processed are secured and in accordance with Bank procedure.

· Ensure your cash box is secured in vault at end of day after cash-on-hand has been verified by Supervisors.

· Perform any other duties as may be assigned by superiors.

Customer Service (30%)

· Be ready to serve customers before the Bank opens to the public and maintain smooth Teller counter operations with minimal disruptions.

· Provide customers with excellent service experience by adhering to the agreed non-negotiable service behaviors and practicing Zanaco values.

· Pay and receive physical cash and process other financial instruments over the counter in timely fashion.

· Improve customer experience and ensure customer waiting time is less than 15 minutes.

· Ensure that all complaints received over the counter are captured and attended to within the service level agreement (SLA) timelines.

· Escalate unresolved queries and those that exceed SLA to the Senior Teller.

· Follow up with Senior Teller to ensure quick turnaround time of escalated queries and complaints.

· Be knowledgeable and be aware of the Bank’s products and services.

· Participate in the weekly and monthly product and service sessions for the Tellers.

· Ensure that there is same-day escalation of outstanding online/interbranch cheques to the Operations Manager.

· Ensure the clean-desk policy is observed and that cleanliness on the counter is upheld.

· Direct customers to appropriate delivery channel as a point of service e.g. ATM, Zanaco Express outlets.

Sales Leads (10%)

· Act as a spokesperson for the branch; explaining sales/service campaigns to customers.

· Identify sales leads by talking to customers to understand their requirements and referring them to Sales staff for further action.

· Participate in specific product campaigns by ensuring that the products are explained to customers.

Personal Development (5%)

· Agree annual performance objectives with the Operations Manager/Senior Teller.

· Pursue continued improvement in personal development by participating in development programmes and training.

Risk (10%)

· Ensure that all risks applicable to your area are identified, reported and captured in the risk register.

· Participate in the annual review of procedure manuals when requested.

· Ensure you familiarise yourself with and adhere to the Zanaco Enterprise Risk Management Framework and participate in risk management training organised.

Contact:

· External: Local regulators on statutory matters.

Internal: Corporate Banking, Retail Banking, Treasury, and Information Technology departments.
Requirements

Qualifications & Experience:

· Full Grade 12 Certificate with 5 Credits or better; including in English and Mathematics.

· Degree in Banking & Finance, Business Administration or related field.

· Successful candidates will be expected to provide a Zambia Qualifications Authority (ZAQA) verification certificate for their Degree.

· 0 – 1 year in the banking industry.

Job Core Competencies:

· Understanding of all Zanaco Retail products and account opening, KYC Cash and other branch process requirements.

· Understanding of relevant legislation e.g. KYC, Anti Money Laundering (AML), Banking Code.

· Understanding of people related policies and processes.

· Honesty and integrity.

· SLA management/compliance.

· Attention to detail.

· Rule orientation.

· Numerical reasoning.

· Excellence orientation.

· Problem solving.

· Delighting customers.

· Results driven.

· Self-management.

· Teamwork.

· Verbal and written communication.

Disclaimer

ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.

Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).