Retail Operations Officer

Retail Operations Officer Internship Lusaka – KAIROS CASH BAY LIMITED

KAIROS CASH BAY LIMITED invites applications for a Retail Operations Officer internship in Lusaka, Zambia. This internship offers a unique opportunity to gain hands-on experience in retail lending operations within a dynamic financial institution focused on expanding financial inclusion and delivering exceptional client service.

About the Retail Operations Officer Internship in Lusaka

The Retail Operations Officer (ROO) intern will play an essential role in supporting the seamless execution of retail lending processes. This position is pivotal in ensuring operational accuracy, regulatory compliance, and excellence in customer service across the institution’s network of agents and satellite offices. The role emphasizes three key pillars: operational accuracy and process discipline, customer-centric communication, and effective multitasking with cross-functional collaboration. These focus areas contribute directly to the institution’s goals of loan portfolio growth, enhanced customer engagement, and efficient field operations.

Key Responsibilities of the Retail Operations Officer Internship Lusaka

• Loan Processing & Data Management: Accurately capture loan contracts into the system, conduct affordability assessments for Independent Sales Executives (ISEs), prepare FID investigative reports, and manage retrieval of pay slips, bank statements, CRB reports, and data submission to CRB and PMEC systems.
• Customer Service & Sales Support: Address customer inquiries, provide loan statements and clearance letters, follow up on sales leads, engage walk-in customers to promote loan products, and assist with collections on overdue accounts through client follow-up calls.
• Operational Coordination & Team Engagement: Organize and participate in meetings with staff and ISEs, support branch and satellite teams to resolve operational challenges, manage office material requisitions and dispatch, raise payment vouchers, and perform administrative duties as assigned.
• Compliance, Reporting & Process Improvement: Ensure adherence to internal policies and regulatory standards, monitor loan documentation accuracy, prepare periodic reports on loan volumes and operational KPIs, recommend process enhancements, and support staff training initiatives.

Qualifications and Experience Required

• Bachelor’s degree in any discipline.
• At least 2 years of experience in retail banking, lending operations, or customer service.
• Strong knowledge of loan processing, credit risk assessment, and regulatory compliance.
• Proficiency with banking systems, Microsoft Office Suite, and data management tools.

Key Competencies for Success

• Accuracy & Attention to Detail: Ensures precise data entry, documentation, and reporting.
• Communication: Maintains professional, inclusive, and responsive interactions across teams and with customers.
• Customer-Centric Approach: Prioritizes client satisfaction and delivers proactive service.
• Team Collaboration: Works effectively with Independent Sales Executives, agents, and internal departments.
• Problem-Solving: Addresses operational challenges promptly and thoughtfully.
• Process Orientation: Upholds disciplined workflows and supports continuous improvement initiatives.

How to Apply for the Retail Operations Officer Internship Lusaka

Interested candidates should submit a cover letter, CV, GCE O’Level results, and any other relevant certificates via email to samantha@kairoscashbay.org. Please ensure all documents are included to facilitate your application review.

Additional Information

Location: Lusaka, Zambia

Job Type: Internship

Job Category: Banking & Finance