Taurai Mahachi
Lusaka
Summary
Skilled Banking Officer passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills. Highly detail-oriented and professional operations officer successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management. Currently in 2nd year pursuing a Bachelor's degree in Business Administration with MANCOSA to further enhance skills and knowledge in the field.
Overview
15
15
years of professional experience
Work History
Branch Operations Officer - Retail
Atlasmara
04.2016 - 05.2024
- Ensure compliance with Vault and ATM cash limits
- Resolve complaints within 48 hours to ensure customer satisfaction
- Back office processing of Swift transfers, DDACC, RTGS, and reversals of failed ATM transactions
- Ensure all new accounts are KYC compliant
- Ensure all key process maps with regulators are in place and adhered to
- Ensure seamless daily branch operations and minimize teller and transaction-processing errors
- Monitor tellers to ensure adherence to assigned limits and approve transactions above limits
- Process and timely sending of weekly and monthly branch operations reports
- Close branch Operations audit exceptions
- Relationship management of Retail customers
- Manage branch petty cash expenses
- Maintained scheduling for main branch to keep shifts appropriately staf
- Optimized workflows within the branch so that resources could be allocated more efficiently based on changing demands throughout any given day.
- Collaborated with other departments to maximize cross-selling opportunities and improve overall performance metrics.
- Improved branch efficiency by streamlining operational processes and implementing best practices.
- Implemented process improvements that increased operational efficiency without compromising service quality standards or client satisfaction levels.
- Conducted branch management and oversight of mar
- Developed and implemented strategies to deliver quality customer service.
- Reduced operational costs through thorough expense analysis and implementation of cost-saving measures.
- Addressed customer complaints effectively, restoring client confidence in our organization while preventing similar issues from arising again in the future.
- Evaluated employee performance regularly, providing constructive feedback designed to help each individual reach their full potential on the job.
- Developed strong relationships with clients to foster loyalty and new business referrals.
- Increased revenue by identifying growth opportunities in the local market and executing targeted marketing campaigns.
- Reviewed new accounts for required documentation.
- Balanced daily cash and ATM, immediately documenting inaccuracies.
- Resolved escalated issues promptly, demonstrating strong problem-solving skills while maintaining professionalism at all times.
- Achieved sales targets consistently by motivating employees through goal-setting exercises as well as offering ongoing support when needed.
- Managed daily operations, ensuring smooth and efficient branch functioning.
- Maintained compliance with all regulations, policies, and procedures to minimize risk exposure for the organization.
- Conducted regular audits to ensure adherence to internal controls, preventing potential fraud or mismanagement incidents.
- Maintained friendly and professional customer interactions.
Customer Service
BancABC
04.2014 - 03.2016
- Received, resolved, and escalated customer complaints promptly and effectively
- Ordered ATM cards and cheque books for branch customers, ensuring timely delivery
- Opened customer accounts with accuracy and in compliance with regulatory requirements
- Managed teller balancing at the end of the day, ensuring accurate reconciliation of transactions
- Efficiently managed queue management in the banking hall to enhance customer experience
- Assumed the role of co-cash custodian to the operations supervisor, maintaining strict adherence to cash handling procedures
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment.
- Participated in ongoing professional development opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer.
- Collaborated with team members to achieve monthly sales targets through upselling strategies.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
- Facilitated successful cross-departmental communication to ensure seamless coordination in resolving customer inquiries.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Increased customer loyalty through personalized interactions, building rapport with clients.
Teller
BancABC
11.2011 - 03.2014
- Received cash deposits from customers in a prompt and courteous manner
- Processed cash withdrawals for customers efficiently and accurately
- Conducted scanning of cheques with attention to detail
- Actively engaged in cross-selling bank products to enhance customer relationships
- Ensured precise balancing of the till and meticulous updating of cash registers
- Executed cash sorting for Bank of Zambia deposits with a high level of accuracy and compliance
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Counted and packaged currency and coins.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
Loan Officer
BancABC Micro-fin
01.2009 - 11.2011
- Conducted credit analysis, scrutinizing credit papers and advising clients on loan affordability
- Processed and disbursed loans, ensuring adherence to regulatory requirements and internal policies
- Conducted field marketing of loan products, effectively promoting offerings to target markets
- Managed filing of client documents and maintained meticulous record-keeping for easy retrieval and compliance purposes
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
Education
BBA - Business Administration
MANCOSA
South Africa09.2024
Professional Diploma - Banking And Finance
Zambia Institute of Banking
Lusaka, Zambia01.2018
Diploma - Management Studies
National Institute of Public Administration (NIPA)
01.2008
Skills
- Leadership
- Time Management Efficiency
- Branch Operations Management
- Effective Communication Techniques
- Regulatory Compliance Knowledge
- Process improvement strategies
- Operational Risk Assessment
- Sales and Marketing Acumen
- Workflow optimization tactics
- Relationship building prowess
Languages
English
Bemba
Nyanja
Specialtrainingattended
- Customer service Training
- Branch Operations training
- Anti-money laundering
- Compliance training
References
- Mr. Longa Chikwamo, Branch Manager - Longacers Branch, Atlas Mara Zambia, lchikwamo@bancabc.co.zm, +260962151453
- Mrs. Matimba Chikuba, Head of branch Distribution, Access bank head office, mchikuba@bancabc.co.zm, +260973440000
- Mrs. Rosetta Chanda, Regional Operations Manager, Atlas Mara Zambia, rtchanda@bancabc.co.zm, +260977785184
Affiliations
- A member of the Zambia institute of banking and Financial services
Timeline
Branch Operations Officer - Retail
Atlasmara
04.2016 - 05.2024
Customer Service
BancABC
04.2014 - 03.2016
Teller
BancABC
11.2011 - 03.2014
Loan Officer
BancABC Micro-fin
01.2009 - 11.2011
BBA - Business Administration
MANCOSA
Professional Diploma - Banking And Finance
Zambia Institute of Banking
Diploma - Management Studies
National Institute of Public Administration (NIPA)
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