Fred Brown Phiri
Lusaka
Summary
Customer service professional with extensive experience in providing effective support across various channels, including phone, email, and in-person interactions. Demonstrated ability to assist customers with account management and loan processing, ensuring compliance with KYC and AML regulations while maintaining accurate customer records. Skilled in resolving complaints and fostering strong customer relationships to enhance loyalty and retention. Proficient in digital banking solutions and product education, contributing to informed decision-making for clients.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
year of professional experience
Work History
Customer Service Consultant
Zambia National Commercial Bank
Lusaka
05.2024 - Current
1. Customer Support: Provide timely and effective support to customers via phone, email, or in-person.
2. Account Management: Assist customers with account-related queries, transactions, and maintenance.
3. Loan Processing: Guide customers through the loan application process, ensuring efficient and accurate processing.
4. Product Expertise: Offer accurate information about ZANACO's products and services, including loan options and digital banking solutions.
5. Issue Resolution: Resolve customer complaints and issues promptly and professionally.
6. Relationship Building: Foster strong relationships with customers to drive loyalty and retention.
7. KYC and AML Compliance: Ensure compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations by:
- Verifying customer identities and conducting due diligence
- Monitoring transactions for suspicious activity
- Reporting suspicious transactions to relevant authorities
- Maintaining accurate and up-to- date customer information.
Education
Bachelor of Arts - Library And Information Science And Public Admin
University of Zambia
Lusaka 04-2022
MBA - Business Administration
UNICAF University
CyprusSkills
- Loan processing
- Account management
- KYC compliance
- AML compliance
- Digital banking
- Customer relationship management
- Problem resolution
- Complaint handling
- Investment product sales
- Product sales
- Team collaboration
- Product knowledge
- Complaint resolution
- Administrative support
- Adaptive team player
- Customer consulting
- Product education
- Verbal and written communication
- Customer service
- Coordination
- Attention to detail
- Market research
Affiliations
Acting Branch Manager
In the absence of the Branch Manager, I assume full responsibility for the branch's operations, ensuring seamless delivery of services and adherence to policies and procedures. My role involves:
- Overseeing daily operations and staff activities
- Managing customer issues and providing solutions
- Making informed decisions and resolving problems
- Representing the branch and upholding the bank's values and standards
By taking on this role, I demonstrate my ability to lead, make sound decisions, and drive customer satisfaction.
References
References available upon request.
Timeline
Customer Service Consultant
Zambia National Commercial Bank
05.2024 - Current
Bachelor of Arts - Library And Information Science And Public Admin
University of Zambia
MBA - Business Administration
UNICAF University