Service Consultant

Service Consultant Opportunity – Join Zambia National Commercial Bank Plc in Kitwe

Zambia National Commercial Bank Plc invites qualified and experienced candidates to apply for the position of Service Consultant at its Kitwe Business Centre. This role is a key part of the Commercial Division within the Retail Banking Department, offering a dynamic opportunity for professionals seeking service consultant jobs in Kitwe who are passionate about delivering exceptional customer service and contributing to the bank’s strategic growth.

About the Service Consultant Role

As a Service Consultant, you will serve as the first point of contact for all customer service inquiries, establishing and nurturing relationship-managed associations between the bank and its clients. Reporting to the Branch Manager, you will work closely with Preferred Bankers to assess client needs and recommend suitable products and services that enhance customer satisfaction and loyalty.

Key Responsibilities for Service Consultant Jobs in Kitwe

• Provide personalized service by addressing all customer service requirements promptly and professionally.
• Manage relationships with Preferred Banking customers according to prescribed schedules or as required.
• Execute customer contact plans and maintain accurate records to track client needs and follow-ups.
• Guide customers to appropriate service points through effective triage, enhancing their overall banking experience.
• Ensure timely processing of client instructions such as account openings, loan applications, and fund transfers within agreed Service Level Agreements.
• Handle complaints efficiently by following up with clients and documenting resolutions in the complaints tracking system.
• Drive customer retention by cross-selling, upselling, and deep selling bank products aligned with client needs.
• Conduct monthly assessments of client segment thresholds and proactively engage clients for upgrades or downgrades to align with their needs.
• Educate clients on digital banking channels to support the bank’s retail strategy and promote alternative transaction methods.
• Collaborate with Preferred Bankers to disseminate market updates and financial news, empowering clients to make informed decisions.
• Implement lifecycle programs to deepen client relationships and provide comprehensive service offerings.
• Monitor sales performance against targets and address variances promptly.
• Maintain up-to-date client databases, including KYC information and contact details, to facilitate smooth communication.
• Ensure compliance with relevant banking legislation and report operational risks to the Branch Manager.
• Participate in all recommended training and meetings to continuously enhance skills and knowledge.
• Share best practices and collaborate with team members to maintain high service standards.

Qualifications and Experience Required

• Grade 12 certificate with credits in Mathematics, English, and at least three other subjects.
• A degree in Business, Marketing, or a related field.
• Minimum of four years’ experience in a sales and marketing role.
• Practical understanding of taxation laws and their application.
• Knowledge of securitization and investment options.
• Ability to profile customers and assess the needs of private banking clients.
• Familiarity with Zanaco Retail products, account opening procedures, and KYC requirements.
• Understanding of relevant legislation including KYC, Anti-Money Laundering, and banking codes.
• Strong ability to analyze market trends and contribute to strategic decision-making.
• Demonstrated complaint handling skills and relevant certifications.

Core Competencies

• Excellent verbal and written communication skills.
• Customer-centric approach with a strong drive for results.
• Effective networking and liaison capabilities.
• Persuasive selling and negotiation skills.
• Analytical thinking and problem-solving aptitude.
• Teamwork and collaboration.
• Strong customer service orientation.

Application Details

Interested candidates seeking service consultant jobs in Kitwe are encouraged to apply online via the official Zambia National Commercial Bank Plc careers portal. Please submit your application before the closing date of 10 June 2026.

Apply here

Additional Information

Zambia National Commercial Bank Plc is an equal opportunity employer committed to diversity and inclusion. Women are especially encouraged to apply. Only shortlisted candidates will be contacted.