Martin Mulonda

I've built more than 10 years of banking experience across FNB Zambia, ABSA Zambia, and Barclays Bank Zambia, supporting retail and corporate customers through collateral management, customer service, complaints resolution, sales, marketing, and credit administration.

At FNB Zambia, I led a four-person collateral team and helped implement Collate, the bank's first automated collateral management system. The rollout replaced manual processes, improved productivity, and strengthened engagement with customers on outstanding insurance and ground rates.

At ABSA Zambia, I managed collateral security perfection and monitoring, then led complaints resolution across the branch network. I helped reduce the waiting period for failed Visa transaction updates from 45 days to up to 3 days and supported resolution of cheque truncation complaints.

I started in customer service and collections, handling inbound complaints, customer surveys, delinquent loans, and repayment negotiations. I'm recognized for delivering practical process improvements, including Complaints Officer of the Month and FNB's Best Supporting Role for Deal of the Year recognition.