CHANZI MUSONDA

This role continues to vastly strengthen my leadership and stakeholder management skills in delivering business results. As a steward of the brand promise, I am directly responsible for the overall management of the business in Kalumbila by promoting internal and external customer service, growth, and profitability in line with organizational objectives.

Accomplishments;

• 1. Grew Gross Loan/Asset portfolio from KO to K30 million in under 2 years.
• 2. Grew Salary Accounts from 0 to 400 in under 2 Years.
• 3. Anchored the first Brand Awareness campaign for LOLC Finance Zambia in Kalumbila.
• 4. Established an Effective Agency and Supplier System across Copperbelt and North-western Provinces, which onboards clients from various sectors.

Duties;

• Acquiring the Institutions Liabilities - Current/Savings Accounts and Fixed Deposit Accounts, as well as credit clients for risk assets.
• Acquiring, Appraising, and Managing SME and Auto loans customers.
• Implementing customer retention strategies that ensure sustainability of business growth in liaison with Marketing, Operations, Credit, and Finance Departments.
• Ensuring that all customers on our payroll are paid on or before the expected pay date.
• Recruit and strategically position Direct Sales Agents and Suppliers across North Western Province and Copperbelt to increase the branch's catchment area, thereby increasing sales.
• Supervising end-of-day cash transactions involving savings deposits, fixed deposits, and loan payments.
• Balance cash till in accordance with LOLCFZ procedures and regulations, including periodic batching of cashed vouchers.
• Supervising request, receipt, verification, and distribution of cash.
• Developing a quality loan portfolio in order to obtain the branch's loan growth objectives.
• Monitoring loan portfolio in order to manage non-performing loans.
• Ensuring branch compliance with local and international regulatory requirements.
• Managing a portfolio of existing clients of Liabilities and Advances.
• Identifying and signing up new customers through structuring and closing deals in line with the clients' needs, matched with the bank's products on offer.
• Maintaining relationships with customers through regular contact and providing them updates on products/services to enhance customer retention.
• Mobilizing deposits from customers for growth and sustaining their accounts.
• Review the institution's relationship with clients and the clients' business operations by engaging the institution's top management in an effort to anticipate and plan increased cordial business relations.

Duties;

• Actively participated in the product formulation and development.
• Delivered world-class customer experience through timely execution of customer requests, account opening, as well as efficient management of all queries and complaints.
• Received applicant's written request to open accounts.
• Interviewed applicants, explained requirements and product features, and thereafter advised appropriate accounts to suit applicants' needs.
• Prepared KYC for account opening as per LOLC Finance and Bank of Zambia requirements.
• Collect credit applications and appraise loans in collaboration with credit officers.
• Credit investigation; Loan application of both Retail and SME customers, Market reports and financial statements, as well as personal interviews.
• Preparation of all loan and advance proposals to head office within the reasonable and stipulated time.
• Scrutinized documentation to ensure completeness and orderliness.
• Resolved all complaints and escalated difficult customers as per the complaints procedure.
• Vault Custodian.
• Issued sanction or renewal advice to all slow-moving loan accounts.
• Prepared End of Day (EOD) and Daily cash return reports.
• Assisted customers in opening new accounts and resolving any queries or issues they had.
• Provided financial advice to clients based on their needs and goals.
• Performed credit analysis of customer profiles and portfolios, ensuring adherence to credit policies.

Duties;

• Marketing Express credit products to both walk-in clients and clients in the field.
• Onboarding customers from various sectors, which included the public sector (GRZ), Zambia Army, Zambia National Service, and private sectors.
• Analyzed business structures and market trends that were directly related to the organization.
• Empathetically managed customer complaints to ensure customer satisfaction and retention.
• Analyzed creditworthiness of both new and old customers.
• Made pre-disbursement financial calculations of loans with the 5Cs of credit in mind.
• Managed loan applications of retail customers.
• Prepared market reports and financial statements.
• Managed all credit and collection procedures of loans under the branch portfolio.
• Generated weekly monitoring schedules for clients due to pay in the preceding weeks.
• Performed credit analysis of customer profiles and portfolios, ensuring adherence to credit policies.
• Provided financial advice to clients based on their needs and goals.

Duties;

• Responsible for the profitable, long-term growth of the SME portfolio.
• Worked with marketing and digital channels departments to facilitate communication and deliver personalized solutions to customers.
• Supported end-to-end credit management process, submitted complete loan documentation, and supported originations for credit compliance.
• Developed and managed a portfolio of SME customers.
• Built and strengthened industry partnerships to improve product placement.
• Determined target demographics and devised strategic marketing initiatives to reach target audiences.
• Responsible for the credit and debt recovery functions, which led to the financing of SME businesses in Ndola, which have since grown to be major economic players in the city.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Enhancement of the Bank's image, maintenance of customer loyalty and retention programs, and building of customer relationships.
• Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payments.
• Monitoring and assessing the performance of external debt collectors' handling of the Bank's bad debt portfolio.
• Monitoring and overseeing Bank Branches' recovery efforts.
• Recommended restructuring of past-due debts.
• Involved in the formulation of debt recovery policy for the Bank.
• Arranged for debt repayment and/or established repayment schedules based on customers' financial situations.
• Developed and implemented strategies to increase sales for the SME.
• Created marketing campaigns and content to promote products and services of the SME.