TIONENJI LUNGU
Accountant / Banker
LUANSHYA,Copperbelt
Summary
High-performing Bank Customer Service Representative with extensive experience providing exceptional service and support in fast-paced banking environment. Skilled in resolving customer issues and cross-selling bank products. Strong communicator and problem-solver committed to helping customers achieve financial goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Relationship Officer
ATLAS MARA
06.2020 - Current
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Achieved goals for sale of bank products and services
- Participated in staff meetings to discuss innovative strategies to improve services.
- Monitored customer feedback and generated reports to identify areas of improvement.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Bank Customer Service Representative
ATLAS MARA
06.2016 - 06.2020
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Educated customers about available services, products and bank resources.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Collected feedback from customers to help improve service delivery and banking processes.
- Trained and mentored new banking personnel on customer service strategies, supporting group performance goals.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Executed wire transfers, stop payments and account transfers.
- Assisted customers with banking needs and inquiries.
- Maintained friendly and professional customer interactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Referred customers to other banking departments for specialized services.
- Processed applications for new accounts.
- Cross-sold debt cards, loans and other bank products.
- Calculated fees due, interest and change for customer transactions.
- Handled various accounting transactions.
Bank Teller Supervisor
FINANCE BANK
01.2014 - 04.2014
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Completed highly accurate, high-volume money counts.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Examined tellers' reports of daily transactions for accuracy.
- Complied with established internal controls and policies.
- Automated teller machine replenishing and balancing
- Preparing cash in transit to other branches and bank of Zambia
Bank Teller
FINANCE BANK
09.2009 - 04.2014
- Answered customer inquiries regarding account balances, transaction history, services charges.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer records, account statements and copies of checks.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Removed mutilated currency from circulation.
- 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.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Maintained accurate records of customer transactions in line with bank procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Assisted with training of new tellers on policies and procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Trained new hires on customer service policies and procedures.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
Bank Clerk
FINANCE BANK
12.2006 - 09.2009
- Maintained accurate records of customer transactions in line with bank procedures.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Processed customer transactions promptly, minimizing wait times.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted customers with banking needs and inquiries.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained friendly and professional customer interactions.
- Processed applications for new accounts.
- Cross-sold debt cards, loans and other bank products.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Handled various accounting transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Wrote and distributed customer correspondence.
- Referred customers to other banking departments for specialized services.
- Executed wire transfers, stop payments and account transfers.
Education
DIPLOMA IN TAXATION - Taxation
ZAMPOST TRAINING COLLEGE
NDOLA12.2023
CERTIFICATE IN TAXATION - Taxation
ZAMPOST TRAINING COLLEGE
NDOLA12.2021
ZICA LICENTIATE CERIFICATE - Accounting
ZAMPOST TRAINING COLLEGE
NDOLA06.2016
TECHNICIAN CERTIFICATE - Accounting
ZAMPOST TRAINING COLLEGE
NDOLA06.2005
SCHOOL CERTIFICATE - SECONDARY EDUCATION
DOMINICAN CONVENT HIGH SECONDARY
NDOLA12.2002
Skills
- Goal setting
- Computer literacy
- Conflict resolution
- Time management
- Organizational skills
- Empathy and understanding
- Customer service orientation
- Public speaking
- Excellent communication
- Customer Service
- Fluent in english & bemba
Certification
- ZICA - LICENTIATE
- ZICA - TAXATION
HOBBIES
SINGING, BAKING, COOKING
REFERENCE
1. Bishop Donald Chirambo
Beacon of Hope Tabernacle
Cell No: +260 977796627
Email: donaldchirambo2002@yahoo.co.uk
2. Mr. Chabota H. Nketani
Senior Relationship Manager
Corporate and Investment Banking – Atlas Mara Bank
Cell: +260 966759767
Email: cnketani@bancabc.co.zm
3. Ms. Nelly Mwansa
Branch Manager
Atlas Mara Bank, Kitwe Branch
Cell: +260 977836262
Email: nmmwansa@bancabc.co.zm
Timeline
Relationship Officer
ATLAS MARA
06.2020 - Current
Bank Customer Service Representative
ATLAS MARA
06.2016 - 06.2020
Bank Teller Supervisor
FINANCE BANK
01.2014 - 04.2014
Bank Teller
FINANCE BANK
09.2009 - 04.2014
Bank Clerk
FINANCE BANK
12.2006 - 09.2009
DIPLOMA IN TAXATION - Taxation
ZAMPOST TRAINING COLLEGE
CERTIFICATE IN TAXATION - Taxation
ZAMPOST TRAINING COLLEGE
ZICA LICENTIATE CERIFICATE - Accounting
ZAMPOST TRAINING COLLEGE
TECHNICIAN CERTIFICATE - Accounting
ZAMPOST TRAINING COLLEGE
SCHOOL CERTIFICATE - SECONDARY EDUCATION
DOMINICAN CONVENT HIGH SECONDARY
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