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8 May 2026

Operations Officer at First Capital Bank Zambia

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Job Description

Applications are invited from qualified, experienced, and skilled candidates to fill the position of Operations Officer.

Reporting into the Credit Operations Manager, the job purpose includes the below:

  • Managing monthly employer submissions and remittance to ensure timely loan repayments
  • Processing and receipting customer payments accurately and timeously
  • Maintaining accurate financial records through daily and monthly reconciliations
  • Supporting collections efforts by monitoring arrears and conducting credit analysis
  • Resolving operational queries and processing settlements and refunds efficiently Manages the post-disbursement operational functions on the Consumer Lending unit, ensuring accurate payment processing, submissions, employer coordination, collections support and financial reconciliations.

Key Responsibilities:

  • Preparing and submitting loan deduction schedules to employers.
  • Following up with employers to ensure deductions are processed correctly.
  • Reconciling employer remittances against deduction schedules.
  • Resolving discrepancies in employer deductions and updating loan accounts.
  • Receipting payments from various channels (salary deductions, over the counter payments and any other source of payment).
  • Allocating payments correctly to customer loan accounts.
  • Processing bulk payments and employer remittances.
  • Issuing payment confirmations to customer and employers.
  • Performing daily reconciliations on payments received against allocated accounts.
  • Reconciling loan accounts against aggregate loan book data.
  • Identifying and investigating variances or unallocated payments.
  • Preparing reconciliation reports for Management review.
  • Resolving suspense account items promptly.
  • Generating daily/weekly arrears reports by bucket.
  • Monitoring clients who miss employer deductions or direct payments with a specific emphasis on First Instalment Defaults.
  • Conducting basic credit analysis to assess credit repayment capacity.
  • Making courtesy calls to customers in early arrears.
  • Documenting collection efforts and customer commitments.
  • Processing full loan settlements and issuing clearance letters.
  • Managing overpayment refunds and processing refund requests.
  • Coordinating with Finance and Operations for refund approvals and disbursements.
  • Maintaining settlement and refund records.
  • Resolving customer queries on payment allocations, loan account balances and deductions.
  • Investigating and correcting posting errors or misallocations.
  • Liaising with loan administrators, employers and other key stakeholders to resolve customer queries and complaints.
  • Escalating complex queries to supervisor and other relevant departments.
  • Maintaining query logs and response time tracking.
  • Analysing payment trends, deduction success rates and arrears patterns.
  • Preparing operational performance reports.
  • Identifying process bottlenecks and inefficiencies.
  • Providing insight on employer performance and customer payment behaviour.
  • Supporting Management with ad-hoc data requests and analysis.
  • Ensuring adherence to financial controls and limits.
  • Maintaining accurate audit trails for all transactions.
  • Safeguarding customer information and payment security.
  • Meeting turnaround time and accuracy targets.
  • Stay updated on regulatory changes affecting the Consumer Lending landscape.
  • Identifying appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
  • Up-Skilling oneself regarding new procedures through attendance of workshops/ conferences/ presentations and reading of internal and external publications.
  • Maintaining accurate employer contact databases and submission calendars

 

Technical Skills & Competence:

    • Bachelors Degree in Business Administration/Marketing/Accounting.
    • Accurate Data Capturing
    • Knowledge in Reconciliation
    • Knowledge Data analysis
    • Critical Thinking
    • 2-3 years minimum in data capturing with minimal errors
    • Expertise and previous experience in data analytics would be an added advantage
    • Previous experience with financial/banking systems and software
    •  Awareness of industry trends
    • Strong oral and written communication skills

Qualifications and Requirements:

  • Bachelors Degree in Business Administration/Marketing/Accounting.
  • Accurate Data Capturing
  • Knowledge in Reconciliation
  • Knowledge Data analysis
  • Critical Thinking
  • 2-3 years minimum in data capturing with minimal errors
  • Expertise and previous experience in data analytics would be an added advantage
  • Previous experience with financial/banking systems and software
  •  Awareness of industry trends
  • Strong oral and written communication skills
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Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 15th May, 2026.


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