First Capital Bank Zambia
Career Opportunity
Receptionist
Are you a personable, organized, and proactive individual with a talent for providing exceptional customer service? We are seeking a professional Receptionist to serve as the friendly first point of contact for our organization. In this vital role, you’ll create a welcoming atmosphere, manage front-desk operations, and support our team with your excellent communication skills. If you’re passionate about delivering a positive experience and thrive in a dynamic environment, we invite you to join our team and contribute to our continued success.
Roles and Responsibilities
- Address customer enquiries either face to face or on the telephone.
- Ensure all received calls are handled within 3 minutes.
- Ensure a minimal call target is achieved and exceeded.
- Manage incoming calls from customers relating to problems and enquiries on their loans, cards, accounts, mobile and internet banking, etc.
- Ensure you escalate customer queries to the Team Leader / Manager for resolution, appropriately.
- Attend to, refer and take necessary action to solve customer enquiries
- Capture customer complaints
- Ensure all calls are logged within the Call operating system
- Ensure all written correspondence received (mail, email or deliveries) is actioned within 24hrs or within agreed SLA stipulated in the SLA rules via the Customer Care email address.
- Provide an effective and efficienttelephone enquiry service to customers, merchants, First Capital Bank Branches and Head Office.
- Ensure all customers are dealt with appropriately and professionally. (in terms of tone of call and response provided as per the standard Welcome/ Greeting Note)
- Have a general basic knowledge of all the banks products and services
- Cross-selling of bank products andservices
- Ensure any system issues are immediately escalated through the appropriate channels.
- Timely identification of risks and opportunities
- Accommodate shift work
- Ensure robust quality audit checks and controls are embedded
- Lead on assigned process improvement projects
- Lead on assigned strategic initiatives
- Ensure that queries are escalated tosupervisor on timely manner
- Execute raised process improvement changes
- Participate in Bank initiatives
- Ensure compliance with changes in Group Policy and Standards, and regulations
- Ensure that you identify and attend training on all systems, new products and services offered.
- Constantly adhere to the updated Processes and Procedures
- Adhere to KYC requirements
- Filing of correspondence from customers such as authority letters, RTGS, TT’s and In- ter-account transfers
- Provide administration support within the outlet
- Comply with AML/KYC/STM/PEP policy guidelines
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal First Capital Bank Policies and Policy Standards.
- Understand and manage risks and risk events (incidents) relevant to the role.
- Work closely with the team leader,supervisors and other team members as one team to deliver excellent performance
- Identify leads for new business as per your plan
- Participate in annual performance reviews
- Identifies appropriate formal and Occupational (informal) training needs and courses (internal/external) to develop oneself.
- Up-Skills oneself regarding new procedures through attendance of workshops/ presentations and reading of internal and external communications
Experience, Qualificationsand Skills
- Certificate in customer Service or any other business-related certificate
- Minimum banking experience as a customer service official, e.g. cashiering, enquiries or any area where there is constant customer contact and thorough knowledge of banking services and departments.
- Good understanding of the bank’s processes, products and services
- Ability to pay attention to detail
- Basic numeracy
- Basic Keyboard skills to operate a counter terminal
- Tact when dealing with difficult or angry customers
- Good oral communication skills
- Judgement required to determine customer needs from enquiries
- Problem solving
- Knowledge of Payments processes
Application Process
Only suitably qualified, experienced, and skilled candidates are encouraged to apply for this role using the link below: https://fcssl.cloud.processmaker.net/webentry/17/application-form?country=ZM
Closing date for applications is Friday, 14th June 2025.
Only shortlisted applicants will be communicated to.
Regards
Human Resource