Senior Teller

About the role

The Senior Teller will support the Service Coordinator in managing cash processes and supervising teller operations at Zanaco Bank’s Choma branch. Reporting to the Branch Manager, the role ensures the security of cash assets, compliance with bank policies, and high‑quality service delivery to customers.

Key responsibilities

• Supervise tellers, enforce dual‑control, and reconcile cash, vault and ATM limits daily.
• Conduct snap‑check reviews and ensure accurate call‑over of vouchers and GL entries.
• Maintain meticulous record‑keeping and make documents available for audit or control purposes.
• Process customer instructions (salaries, standing orders, stopped cheques, RTGS/TTs, etc.) within agreed service level agreements.
• Verify signatures for system transactions and manage in‑house cheques in Sybrin queues.
• Monitor workflow to clear pending transactions before 17:00 each day.
• Manage mandate and KYC information for customers, escalating exceptions to the Service Coordinator.
• Drive customer retention through cross‑selling, queue walking, and in‑branch service promotions.
• Set and monitor branch service standards using the 5 Non‑Negotiable criteria.
• Track counter performance, address deficiencies, and resolve customer complaints promptly.

Required profile

• Qualified and experienced banking professional.
• Proven ability to supervise teller teams and enforce cash‑handling controls.
• Strong knowledge of bank policies, cash management procedures, and SLA compliance.
• Attention to detail and ability to handle high‑volume transaction workflows.
• Excellent customer‑service orientation and problem‑resolution skills.

Required skills

• Experience with the Sybrin banking system.
• Knowledge of RTGS and TT processing.
• Proficiency in KYC and mandate management.
• Cash management and vault/ATM reconciliation expertise.