SERVICE ASSISTANT OFFICER

Service Assistant Officer
• Downloading all Outgoing Payments for the day in IBPS and circulating to all Units
• Checking all Payments before processing for Exchange Control and Internal Compliance
• Processing of all outgoing payments in IBPS/Flexcube within the same day
• Advising Business units of Payments that have failed to go through
• SWIFT messages generation should the IBPS/SWIFT STP link be down
• Capturing on a daily basis of previous day payments processed in RBZ reporting system (CEBAS)
• Collection of commission on all payments and Zimtrade surcharges from Corporate Accounts
• Collection of Bills Of Entry (BOE) penalties and acquittal with the Reserve Bank
• Registration of new Importers with the Reserve Bank
• Preparation and dispatch of Advance payment follow up letters and schedule keeping.
• Collection of BOE penalty fees and submission of the Returns to RBZ on a weekly basis
• Receive, vet and record all incoming work for Exchange control compliance.
• Generate nostro bank statements and check against incoming receipts.
• Generate all daily Reserve Bank Returns and upload same before 10am every day.
• Recording and capturing of Incoming Payments and advising clients and branches
• Correct capturing of all incoming receipts whilst checking Reconciliation statement to ensure that there is nothing outstanding.
• Respond to Foreign Bank queries within 24 hours of receipt.
• Facilitation and processing of Letters of Credit and Guarantees
• Letters of Credit to be released within 24 hours of receipt of compliant documents.
• Ensure that all LC commissions and fees are collected from client accounts on every transaction.
• Collection of MMCZ commission and royalties on export receipts

Sales and service management
• Provide appropriate banking and product advice, guidance and referrals to customers.
• Cross sell electronic channels to customers to achieve 75% sign up of branch customers.
• Support all products campaigns and achieve sign on targets.
• Build effective relationship in branch to ensure effective delivery of customer service.
• Support the branch manager in achieving sales and customer retention.
• Achieve 5 products per customer.
Customer Service
• Achieve minimum customer service rating of very satisfied.
• Owning customer queries/ complaints and where these are not resolved refer timeously to supervisor
• Ensure cheque books and confirmations are booked properly and promptly on system
• Advice customers as soon as cheque books, cards etc are ready for collection.
• Deal with efficiently with customer requests for products, statements /balances, change of address, account reactivation and any other requests for information on accounts.
• Assisting customers to use electronic products.
• Answering calls and emails assisting clients with their queries
Business development & Teaming
• Remain up to date on all bank product programs, FX, interest rates and economic challenges in the environment.
• Provide cover for other customer services officers in case of absence or work load

Risk & Compliance
• Ensure compliance with all group and regulatory policies and laws
• Ensure accuracy of all account opening documents and effectively follow KYC procedures
• Carry out monthly proofing
• Ensure safeguard of bank documents and security items.
• Achieve ARR rating of Acceptable