Service and Fulfilment Consultant D - IRC178787


  • Responsible for Incidents, Data Capture, Quality Assurance, resolving of queries, record keeping, Preparation of Point of Sale for installation. (Customer Service)
  • Experience and qualifications

Minimum qualification:

  • Grade 12 Certificate with 5 credits and passes in English and Mathematics

Preferred Qualification:

  • A Degree in any related field.
  • Minimum years of relevant experience: Minimum of 3 years experiences in Sales, Operations, Card Products and Card Operations.
  • Understanding of Merchant Acquiring,related industries and systems e.g.
  • Hogan System, Power Card, Base24,Postilion, Visa, MasterCard,

Computer Literate:

  • Ms Word (Intermediate)
  • Excel (Intermediate level)
  • PowerPoint (Intermediate level)
  • Good communication skills
  • Leadership skills
  • Negotiation skills
  • Ability to influence
  • People Management


  • Responsible for implementing Group standard service delivery metric (SLA)
  • Responsible for keeping records of queries relating to Point of Sale.
  • Responsible for keeping records of queries relating to Merchants
  • Responsible for all queries received Telephone and emails.
  • Responsible for ensuring 100%KYC compliance for all documentations obtained from Merchants before data Capturing.
  • Comply with governance in terms of Legislative and audit requirements.
  • Detect and minimise fraud by constantly working fraud queries by trend.
  • Ability to plan and organise; Priorities daily, weekly and monthly tasks, carry out each task timorously.
  • Manage costs/expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
  • Control and escalation of potential risks which may lead to increased costs by identifying and managing delays and short comings in applications/instructions received.
  • Provide end user support to both technical team and merchants.
  • PC Literate good knowledge and understanding of MS Office
  • Process
  • Manage acquiring requests
  • New merchant application processing
  • Creation of work order in Remedy
  • Capturing of Merchant details in Remedy
  • CRB checks for merchant applications forms
  • Data Capturing in power card
  • Validating of power card applications
  • Maintenance of merchant details in Power card
  • Mapping of merchant outlet number to terminal number in Postilion
  • Maintenance of merchant details in Remedy
  • Resolve all customer queries efficiently,and within agreed timelines.
  • To ensure all related admin work is up to date in Merchant Services.
  • To ensure that all the documentations are filed accordingly.
  • Sending daily/monthly statements to merchants
  • Processing of applications
  • Postilion mapping of out let numbers-50 applications
  • Maintenance of merchant details-10Merchants
  • Application process per month-50Applications
  • Trouble shooting POS terminals
  • Merchants receiving manual statements
  • Finance
  • Logging of incidents in Remedy
  • Closing of incidents when settlements resolved
  • Settlement queries
  • Validation of high value transactions
  • Identifying process improvements (costsavings or efficiency improvements
  • People
  • Request of validation/ transaction evidence
  • Merchant trainings on reconciliations and charge back's
  • Processing of Charge backs
  • Strengthen client interrelationship by providing technical support when required
  • Proactive solicit and use of client feedback to improve the effectiveness of internal processes and delivery mechanisms.
  • Achieve competence against all key result areas required.
  • Any duties as may be assigned by Line Manager.

How to Apply

Submit your CV and application on company website:

First National Bank Zambia Ltd (FNB) image
First National Bank Zambia Ltd (FNB)
Personal banking
Business banking
Corporate finance
Electronic payment systems
First National Bank Zambia (FNB) is a subsidiary of the South African banking group FirstRand Group, with operations in Botswana, Lesotho, Mozambique, Namibia and Swaziland. Established in 2009 in Zambia it offers a wide range of banking products, including cheque and savings accounts, personal and home loans, student loans, mortgage loans, business loans, credit and debit cards, vehicle finance, investments, online and mobile banking as well as corporate finance.

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