Head Teller at Ecobank Zambia Limited

Ecobank Zambia is a full-service bank providing a broad range of products and Services to Consumer, Commercial and Corporate business segments within its 7 branches.

The bank’s vision is to build a world-class Pan-African bank and contribute to the economic development and financial integration of Africa by providing customers with convenient, accessible and reliable financial products and services. The bank is an affiliate of the Pan-Africa Leader Ecobank Group which is present in 33 Countries in Africa.

In order to respond to our growing market with the required human capital, we are currently looking for an experienced professional in the following area:

HEAD TELLER – LUSAKA

Job Title: HEAD TELLER

Reports to: CUSTOMER SERVICE MANAGER

1. PRIMARY PURPOSE:

To own 100% of targets for the branch and the performance of tellers both assets and liabilities.

2. PRINCIPAL ACCOUNTABILITIES:

Ensure that you are familiar with the procedures and regulations governing Cashiering duties and the expectations of customers and Ecobank Group.

Your responsibility will include:

• Calling of work daily for all the cashiers’ transactions.
• Call back procedure to confirm withdrawals above K5,000,000-00
• Ensure all new accounts are funded to avoid closure
• Ensure all overdrawn accounts are regularized and status back to credit balance
• Ensuring nil overs and shorts.
• Joint vault custodian.
• Ensuring branch cash holdings are kept within prescribed limits.
• Ensure tellers are within their counter limits.
• Monitor service levels on the frontline.
• Constant coaching and mentoring of tellers.
• Ensure no unauthorized items are held as cash.
• Own sales targets for the tellers.
• Ensure all revenues and commissions are charged as per procedure.
• Prepare cash transaction reports.
• Any other duties that maybe assigned to you from time to time. Communicate with customers in a polite manner and assess customer needs and wants
• Make sales referrals

3. KEY RELATIONSHIPS

Internal

• All Tellers.
• Customer relationship manager
• Branch manager
• Customer service officer.
• Team leader sales.
• Head Tellers in other branches.

External

• All customers both retail and wholesale.

4. CONTRIBUTIONS/JUDGEMENT/ COMPLEXITY/AUTHORITIES:

• Ensuring excellent audit ratings.
• Ecobank’s image and integrity
• Ecobank’s overall profitability
• Customer Retention.
• Continuous enhancement of the bank’s products/services

Judgment is required on a day to day basis when:

• When paying out to tellers.
• Cross selling of the bank’s products and services.
• Deciding on the right type of products to meet the needs of individual customers.
• Planning and execution of duties.
• Comply with all policy and compliance issues and operate within the expense budget.
• Utilize the use of e-mails and phone for the effectiveness of your job role.

Areas that H/Tellers can make independent recommendations:

• Able to take the initiative within limits of authority.

5. EXPERIENCE & EDUCATION:

• Strong customer service orientation
• Strong interpersonal and communication skills
• Sound knowledge of banking principles.
• Strong numerical abilities.
• Excellent attention to detail i.e. getting things right the first time.
• Good reporting skills.
• Minimum of a University degree in Banking & Finance and other relevant fields
• 3 years’ experience as a Head Teller or similar role

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