POLOTA POLOTA
@polotapolota
Customer support specialist at AB Bank Zambia, supporting 1,000 active clients and resolving account and payment queries.
ZambiaWhat I'm looking for
At AB Bank Zambia, I support approximately 1,000 active clients and handle around 30 customer interactions a day. I help customers understand lending requirements, documentation, and application procedures.
I investigate account and repayment queries, including payroll deductions and payment allocation issues, and identify the action needed or escalate cases. I also review and document business loan applications before submission to the Credit Committee.
At Agora Microfinance Zambia, I supported a portfolio of 800+ clients, responding to repayment enquiries and following up with customers experiencing arrears. I’m seeking an international remote opportunity in customer service, customer support, customer success, or client support.
Experience
Work history, roles, and key accomplishments
Loan Officer, Business Department
AB Bank Zambia
Jan 2025 - Present (1 year 9 months)
Handle approximately 30 customer interactions per day, supporting about 1,000 active clients with lending requirements, documentation, and application procedures. Investigate account and repayment queries, and review business loan applications for completeness before submission to the Credit Committee.
Client Officer
Agora Microfinance Zambia
Mar 2023 - Jan 2025 (1 year 10 months)
Supported a portfolio of 800+ clients, responding to account and repayment enquiries and explaining balances and payment expectations. Followed up with customers in arrears and monitored portfolio performance to enable timely follow-up.
Education
Degrees, certifications, and relevant coursework
Skillsoft
Customer Success Manager Journey, Customer Success
2026 - 2026
Completed the Customer Success Manager Journey certification in 2026.
Skillsoft
Customer Experience Manager Journey, Customer Experience
2026 - 2026
Completed the Customer Experience Manager Journey certification in 2026.
Skillsoft
Customer Service Representative Journey, Customer Service
2025 - 2025
Completed the Customer Service Representative Journey certification in 2025.
Limulunga Day Secondary School
Grade 12 Certificate, General Studies
Completed secondary education and obtained a Grade 12 Certificate in 2014.
The International University of Management
Bachelor's Degree, Human Resource Management
Pursued a Bachelor's degree in Human Resource Management with relevant coursework in Financial Management, Business Law, and Business Ethics.
Zendesk
Zendesk Customer Service, Customer Service
Completed the Zendesk Customer Service certification.
Tech stack
Software and tools used professionally
Availability
Location
ZambiaAuthorized to work in
Salary expectations
Job categories
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