ENESS NGOMA
Lusaka ,Zambia
Summary
Dedicated professional with expertise in customer service and customer relationship management. Demonstrates exceptional attention to detail, strong data capturing skills and compliance with Know Your Customer (KYC) regulations. Recognised for improving client onboarding processes and increasing customer loyalty
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
Senior Middle Officer
AB Bank Zambia Limited
Lusaka, Lusaka Province
2022.04 - Current
- Leading the operations team in the absence of the Operations Supervisor, ensuring compliance with KYC, internal policies, regulatory requirements, and anti-money laundering (AML) standards.
- Cross selling bank products through effective strategies and strong customer service
- Account authorisation, loan disbursements and money transfers
- Portfolio Management
- Customer support and issue resolution – complaint tracking, proactively addressing concerns and escalating customer complaints to the correct departments for quicker client assistance
- Processing of account applications and updates, ensuring that new customers are correctly on-boarded and full KYC is done as guided by the operational requirements and checklist
- Processing customer instructions, confirming through phone calls and making follow up calls to client's where necessary
- Proactively addressing concerns and escalating customer complaints to the correct departments for quicker client assistance
- Preparing monthly reports and ensuring filing of loan and account documentation as guided by the internal procedures
- Signature verification for authorised signatories
- Collaborating with internal teams and networking within the financial industry to enhance client engagement
- Monitoring account performance, providing updates and ensuring efficient use of services
- All middle officer duties
Middle Officer
AB Bank Zambia Limited
Lusaka, Lusaka Province
2022.01 - 2022.03
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Accurately opened accounts and ensured full KYC was completed, and timely processed loan files in the core banking system.
- Guided customers on how to use alternative channels, like mobile applications or online banking to support digital adoption and enhance customer self-service
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Document and customer information verification so as to mitigate risk and prevent errors or fraud
- Served as a primary point of contact, resolving inquiries and providing tailored banking solutions
- Payment Settlements - accurately performed local RTGS inward and outward for retail as well as corporate clients
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Provided top-notch support for increased customer satisfaction.
- Assisted customers with additional retail services, including alterations, special orders and item loans.
- Performing system transactions
- Utilized in-depth knowledge of financial products to provide personalized recommendations, improving customer outcomes and enhancing product adoption.
- Completed loan formalization with clients ensuring that all documents were in line with Credit Committee Decision. Ensured all
- loan terms, conditions were explained, understood, and fulfilled by the client. Also ensured all contracts were signed.
- Cross-sold bank products and services
Client advisor
AB Bank Zambia Limited
Lusaka, Lusaka Province
2018.10 - 2021.12
- Streamlined customer service procedures to enhance efficiency.
- Built strong relationships with clients, leading to increased loyalty.
- Delivered exceptional customer service, resulting in repeat business.
- Maintained comprehensive knowledge of products to provide informed suggestions.
- Facilitated client onboarding for streamlined experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing solutions.
- Assisted clients in understanding complex financial processes, boosting their confidence in services.
- Supported sales team in achieving targets by upselling relevant products and services.
- Served as the first point of contact for client queries, offering immediate assistance.
- Managed client portfolios, making timely updates and adjustments based on market conditions.
- Provided account maintenance services, printed statements, updated client data in the Bank files and in the bank’s core system, sold cheque books, and dealt with other day-to-day client requests for information.
- Performed loan disbursements as well as carried out disbursement talks.
Enumerator/Research Assistant
Zambia Institute for Policy Analysis and Research
Lusaka, Lusaka Province
2017.08 - 2018.07
- Managed field supplies efficiently, minimising waste and saving resources.
- Collected, recorded accurate data and ensured confidentiality while observing ethical data handling.
- Coordinated with stakeholders to gather relevant information, to ensure the success of the research project.
- Built trust and effectively interviewed farmers, patients, group leaders, teachers ensuring. relevant information was collected and recorded.
- Effectively recorded and stored data in written as well as electronic formats.
- Organized and planned work
- Prepared invitation letters and ensured delivery to the intended parties.
- Called stakeholders to get confirmation of their meeting attendance.
Education
Bachelor of Arts - Financial Services
UNIVERSITY OF ZAMBIA
Lusaka, Zambia 2014.01 - 2017.12
Diploma - Banking and Finance
ZCAS UNIVERSITY
LUSAKA ZAMBIA /2011 - /2013
IGSCE-International General Certificate of Seconda - Grade 12
Lusaka West Boarding and Day School
Lusaka Zambia /2010 -
Certificate of Completion - Certificate of competence in Customer Relationship Management
Frankfurt School of Finance and Management
Lusaka Zambia /2020 -
Skills
- Customer Service
- Attention to details
- Customer Relationship Management
- Know Your Customer (KYC)
- Strong data capturing
- Ability to handle confidential and sensitive information
Languages
English
Advanced
Nyanja
Advanced
Bemba
Elementary
Affiliations
- Reading and Researching
Accomplishments
Awarded recognition for generating substantial term deposit inflows that contributed to branch deposit growth
References
Name: Simon Kabungo
Institution: AB Bank Zambia Limited
Position: Human Resource Officer
Cell: 0970 183 619
Name: Felix Mwange
Institution: Zambia Institute for Policy Analysis and Research (ZIPAR)
Position: Research Co-ordinator
Cell: 0979 864 761
Timeline
Senior Middle Officer
AB Bank Zambia Limited
2022.04 - Current
Middle Officer
AB Bank Zambia Limited
2022.01 - 2022.03
Client advisor
AB Bank Zambia Limited
2018.10 - 2021.12
Enumerator/Research Assistant
Zambia Institute for Policy Analysis and Research
2017.08 - 2018.07
Bachelor of Arts - Financial Services
UNIVERSITY OF ZAMBIA
2014.01 - 2017.12
Diploma - Banking and Finance
ZCAS UNIVERSITY
/2011 - /2013
IGSCE-International General Certificate of Seconda - Grade 12
Lusaka West Boarding and Day School
/2010 -
Certificate of Completion - Certificate of competence in Customer Relationship Management
Frankfurt School of Finance and Management
/2020 -