Career Opportunity

Internet Banking & Merchant Services Specialist

Transactional Banking Department – (Kitwe X1 and Lusaka X1)

First Capital Bank is actively seeking a dynamic and results-driven professional to join our team as a Sales and Service Specialist – Internet Banking & Merchant Services. In this pivotal role, you will engage with our existing corporate clients to promote the adoption and effective utilization of  Point of Sale ( POS) devices and internet banking solutions, collectively known as “Services.” Additionally, you will be responsible for onboarding new corporate clients, providing support for transaction processing, and delivering first-line assistance to customers with POS devices at their outlets. If you are a proactive communicator with a passion for customer service and digital banking solutions, we invite you to be part of our innovative team dedicated to enhancing our clients’ banking experience.

Roles and Responsibilities

• Plan and execute weekly call plan in conjunction with the RM’s to promote utilization of POS devices and Internet
• Engage customers to support the Banks strategic service objectives under the
• Internet Banking and Merchant Services pillars.
• Migrate clients onto the Internet (IB)/ Mobile Banking (MB) Platform.
• Follow up with new onboarded customers that are not transacting on POS, IB and/or MB.
• Ensuring all new customers are activated for the Services, have received the Service specific branding and it is well displayed in their business premise/s.
• Log any queries that relate to a hardware, technical or system fault.
• Log any required enhancements or new requirements.
• Ensure that all logged queries are followed up and resolved/ addressed within the agreed SLA timelines.
• Cold call prospective customers at their trading sites or shops and conduct promotions to canvass suitable customers for the bank’s Point of Sale, Mobile and Internet Banking solutions.
• Work closely with RM’s and support them when there is a requirement for a demonstration on the IB/ MB and POS solutions.
• Actively look out for opportunities to cross sell.
• Build relationships with new customers to ensure the new Services are understood and well adopted to ensure maximum transaction value via the Services.
• Maintain relationships with existing customers in order to retain active use of the Services.
• Prepare monthly in-depth business analysis on IB/ MB and PoS performance with recommendations on how to increase revenue.
• Report on client retention rate. Report monthly on service challenges, key actions taken/ to be taken, TAT on resolution and status.
• Track and report on dormant IB/MB profiles and well as PoS machines.
• Report of IB/MB utilization at RM and client level.

• Bachelor’s degree, in Engineering, Economics, Statistics, Business, Information Technology, or related studies.
• At least 3 years’ experience in a client facing role
• Experience in preparing and presenting reports.
• Working experience in Merchant Services and/or Internet Banking will be an added advantage.

Technical Skills and Competencies

• Good sales acumen
• Excellent banking product knowledge
• Strong analytical skills
• Agile
• Teachable
• Excellent judgment and decision making
• Excellent training and coaching skills (Assist customers to understand the solution)
• Influencer
• Team player
• Good orator
• Good negotiator
• Able to build networks
• Problem solver
• Confident communicator that can engage people easily
• Ability to work independently and manage time effectively
• Proactive and self-motivated with a strong drive for results