Personal Banker

Bring your possibility to life! Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To deliver sales and operational services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

Sales to Retail Customers

  • Agree annual performance objectives with the Team Leader Sales or Branch Manager, including specific sales targets.
  • Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Absa Bank Zambia Retail products & services.
  • Participate in specific product campaigns by ensuring that the products are explained to customers.
  • Agree, meet and exceed targets for specific sales campaigns.
  • Maintain own sales performance statistics for management information usage.
  • Own and manage personal product & channel sales targets to contribute towards the branch sales objectives.
  • Refer to the appropriate area of delivery for specialist product help or advice (e.g. Schemes or Mortgage) when uncertain about the product delivery or application process. Respond directly to the customer.
  • Build effective relationships with branch staff to ensure that non-sales staff refer customers to the Personal bankers when they identify a particular product or service need.
  • Complete account opening documentation together with customers, submit to Branch Manager/Team Leader Sales for review before processing, and submit to account opening for quality assurance.
  • When selling loans to Retail customers, review the financial analysis and statement review on customer accounts. Where customers do not meet the minimum criteria, advice the customer verbally or in writing as the customer requires. Report such denials to the Branch Manager or Team Leader Sales on a daily basis.
  • When accounts are open use 2/7/30 as a follow up tool
  • Complete all leads on Optimus and ensure products are sold.
  • Monitor draw-downs for new loans and contact customers to determine reasons for non-utilisation after a period of time

Operational Rigour and Compliance with KYC requirements

  • Ensure accuracy of each new account application, loan document, customer instructions, Credit card application and bank account mandate change. Personal bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
  • Ensure loans processed are free of errors and rework any returns as soon as possible.
  • Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
  • Follow the Retail end-to-end account opening procedure, ensuring new accounts are authorised and KYC compliant. Escalate any items that exceed the agreed service level time lines or any unresolved KYC requirements to the Branch Manager or Team Leader Sales. Comply with all general Absa operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
  • Conduct snap checks as allocated by the Branch Operations Manager or Operations Officer

Provision of Customer Service

  • Log all customer queries and complaints on BOC
  •  Own customer queries and complaints and resolve in a timely manner. Escalate any unresolved queries as appropriate.
  • Build relationships with internal service providers (enablers) to ensure a quick turnaround time of escalated queries and complaints.
  • Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, ATM etc.
  • Manage remote and manual authorisation, personally authorising such transactions, to ensure efficient counter service.
  • Issue debit/credit cards as per Card & Pin Process.
  • Advise customers when new loans are approved and encourage drawdowns on the new loans.

Risk and Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.


Contribution to own development and team development, ensure compliance with all Absa regulations and perform any other duties assigned


Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)

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