Diana Kayanda

SME and Retail Graduate Trainee

Indo Zambia Bank

Lusaka

01.2025 - Current

Assisting in onboarding new SME and retail clients by guiding them through bank products and services.
Building and maintaining positive relationships with existing and prospective customers to enhance client retention and satisfaction.
Participating in the assessment and preparation of SME loan applications, ensuring documentation accuracy and compliance with bank policies.
Assisting in conducting preliminary credit checks and financial analysis of applicants.
Supporting the bank's outreach initiatives by identifying potential SME clients through fieldwork and data collection.
Gathering market intelligence to help the bank tailor financial solutions that meet local business needs.
Responding to customer inquiries regarding account opening, mobile banking, loans, and other retail services.
Resolving basic customer issues or escalating them to the appropriate department.
Actively promoting bank products (e.g., savings accounts, business loans, mobile banking, insurance) to SME and retail clients.
Engaging in cross-selling to maximize product uptake and revenue generation.
Supporting documentation, data entry, filing, and internal reporting tasks.
Assisting in maintaining accurate client records and loan processing files.
Participating in campaigns or workshops aimed at educating SME clients on sound financial management and bank offerings.
Learning and adhering to all regulatory and internal policies regarding Anti-Money Laundering (AML), Know Your Customer (KYC), and data protection.
Report any irregularities or potential risks to supervisors.
Attending regular training sessions on banking systems, customer service, loan processing, and compliance.
Shadowing experienced officers to gain practical insights into SME and retail banking operations.
Preparing weekly/monthly performance reports for supervisors regarding client engagement, loan application status, and sales performance.
Assisting in setting and tracking performance targets in line with departmental goals.