Nsamba Shitumbanuma

Key Responsibilities:

Cash Handling

- Receive and process large cash deposits from bank branches and corporate clients.
- Verify the accuracy and authenticity of banknotes and coins received.
- Prepare cash withdrawals for bank branches and corporate clients.
- Maintain meticulous records of all cash transactions, ensuring proper documentation and audit trails.


Bank of Zambia Liaison:

- Coordinate with the Bank of Zambia for cash deposits, withdrawals, and verifications.
- Prepare and submit cash movement reports and requests to the Bank of Zambia.
- Facilitate on-site visits and inspections by Bank of Zambia officials for cash verification purposes.
- Ensure compliance with all regulatory requirements and guidelines set by the Bank of Zambia.


Cash Management Processes:

- Participate in cash reconciliation activities, resolving discrepancies and ensuring accurate reporting.
- Maintain proper storage and security of cash reserves within the cash centre.
- Coordinate with armored carriers for secure cash transportation.
- Assist in implementing and maintaining cash management procedures and internal controls.


Customer Service:

- Provide exceptional customer service to bank branches and corporate clients.
- Address inquiries and concerns related to cash transactions promptly and professionally.
- Maintain confidentiality and adhere to strict security protocols when handling sensitive information.


Compliance and Reporting:

- Ensure compliance with the bank's internal policies, procedures, and regulatory requirements.
Prepare and submit accurate and timely reports related to cash transactions and cash management activities.
Assist in internal and external audits, providing necessary documentation and information as required.

Was responsible for ensuring accurate and efficient processing of all card-related transactions, settlements, and reconciliations. Primary duties and responsibilities included:

Suspense Account Clearance:

- Reviewed and cleared settlements for suspense accounts daily, ensuring timely resolution of any outstanding entries.
- Investigated and resolved any discrepancies or issues related to suspense account entries within stipulated time frames.


Card Association Settlements:

Prepared and processed daily settlements for card associations, ensuring accurate and timely submission. Also, reconciled and verified settlement reports, identifying and addressing any discrepancies.


Financial Transactions Processing:

Processed all card settlement fee entries to relevant expense or revenue accounts daily, based on settlement reports.
Handled non-settlement refund queries efficiently, resolving them within the stipulated time frames.


Card Management System Operations:

- Accurately and efficiently processed card-related financial and non-financial transactions on the card management system.
- Performed daily and monthly reconciliations for card association transactions, ensuring data integrity.


Fraud Detection and Reporting:

Closely monitored card transactions for any fraudulent or suspicious activity.
Reported and documented any identified instances of fraud or suspicious transactions promptly.


Process Optimization and Cost Reduction:

- Continuously evaluated and streamlined processes within the Card Operations department to enhance efficiency and reduce operational costs.
- Identified opportunities for process improvement and implemented solutions to optimize workflows.


Compliance and Reporting:

Ensured adherence to all relevant regulations, policies, and procedures related to card operations.
Maintained accurate records and prepared reports as required by internal and external stakeholders.

- Was responsible for handling the account opening processes for various types of clients - retail banking customers, corporate clients, treasury clients, and small/medium business clients. This involved inputting and processing new account applications and requests within the agreed service level timeframes set for each client category.
- Ensured full compliance with the internal operating standards, policies, and procedures established by the bank.
- Verified that all regulatory requirements set by governing bodies and laws were properly followed when opening and setting up new accounts.
Carefully reviewed documentation, run verification checks, updated customer information in systems, liaised with colleagues in compliance/risk areas, and interfaced with branches to collect any missing information from clients needed to satisfy the institution's internal rules as well as external regulations around anti-money laundering, know your customer, approving entity types, and other legal obligations.

Was responsible for providing comprehensive oversight and ensuring accurate reconciliation for all Wallet/Mobile Banking transactions processed by the organization. With an average daily volume of 7,000 transactions, this responsibility was critical to maintaining the integrity of our financial records and ensuring exceptional customer service.
Key Responsibilities:

Transaction Reconciliation Oversight:

- Meticulously reviewed and reconciled all Wallet/Mobile Banking transactions against internal records and external sources to identify and resolve any discrepancies.
- Implemented robust reconciliation processes to ensure the accuracy and completeness of transaction data, maintaining strict adherence to established policies and procedures.


Investigation and Resolution of Outstanding Items:

- Conducted thorough and timely investigations into outstanding reconciliation items, analyzing transaction details, customer information, and relevant data to identify the root causes of discrepancies.
- Collaborated with cross-functional teams, including the bank's Customer Experience team, branches, and various departments, to gather information and resolve outstanding items efficiently.


Liaison and Coordination:

- Served as a liaison between the reconciliation team and other internal stakeholders, fostering effective communication and collaboration to facilitate the resolution of reconciliation issues.
- Coordinated with the bank's Customer Experience team, branches, and various departments to address customer inquiries, escalations, and complaints related to reconciliation discrepancies.


Reporting and Escalation:

- Proactively identified and reported irregularities, system lapses, or potential risks associated with reconciliation processes, ensuring timely escalation to appropriate supervisors or management for prompt resolution.
- Prepared comprehensive reports detailing reconciliation activities, outstanding items, and recommended actions to facilitate informed decision-making.


Documentation and Record-Keeping:

- Maintained meticulous records of reconciled accounts, supporting documents, and audit trails to ensure compliance with regulatory requirements and facilitate future audits or investigations.
- Documented reconciliation procedures, processes, and best practices to ensure consistent application and enable knowledge transfer within the team.