Senior Customer Service Assistant

Mongu, Lusaka, Kasama, Kitwe, Chipata & Livingstone, Zambia, Full Time

Reporting to the Branch Head, the Senior Customer Service Assistant (SCSA) is the primary contact person between Bayport and the client. He or she interacts with the clients on the Bayport portfolio to educate them about the various products the company has to offer. The SCSA advises customers on the loan issuance process, requirements, the different products offered by the institution and ensures that all necessary procedures as outlined by the company are adhered to before issuing a loan.
The job holder will be responsible for all the deposit mobilisation activities including but not limited to the following:
Loan Generation

To accurately create the customers’ loan account in the system by capturing accurate information
To collect, compile and process documentation required for issuing loans
To accurately complete the loan applications and send them to the Credit Assessment Unit

Quality Assurance

To ensure that the client signs and submits all requisite valid documentation for the loan issuance process
Ensure that the clients documents are checked and verified for completeness.

Cash Management 

To pay out cash to clients whose loans have been approved
Reconciliation of cash and daily reports
Receive cash payments from clients and issue out receipts
To conduct daily cash reconciliations and cash verifications
Keep cash secure at all times and maintain high level of safety
To ensure that the cash management procedures are adhered to at all times

Exceptions and refunds handling

To raise exceptions and refund requests correctly and attach the supporting documentation.

Mobile operations

Act as the Team leader for the mobile operations and must ensure that the team achieves and exceeds targets for mobiles
Ensure that the mobile checklist is completed to ensure that they have all the requirements

Customer service

Ensure that excellent Customer service is given to all clients
Management of suggestion boxes.
Ensure that all client queries are escalated to the Branch Operations Supervisor and/or Branch Manager.

Operational Excellence

Excellent Records management skills
Preparation of the daily transaction reports
Preparation of the call reports after every marketing activity
Must accurately prepare petty cash reconciliations


Bachelor’s Degree in Banking, Business or related discipline
Experience in the financial service industry or in a sales role will be an added advantage


Computer literacy
Excellent communication, interpersonal and organization skills
Good numerical skills
Excellent sales and negotiation skills

Suitable candidates must send their applications to ca[email protected] with the position applied for as the email subject, indicating the preferred town, and attaching their current CVs and professional/academic certificates,.
The closing date for receiving applications is Friday 11 February 2022. Only shortlisted candidates will be contacted.