Angeline Chepchirchir
Banker-Business Development And Analysis
Summary
Seasoned Banking and Customer Experience Specialist with extensive experience spanning retail banking, insurance advisory, and medical bancassurance. Demonstrated success in managing high-value client portfolios, accelerating product uptake, and delivering superior service within stringent turnaround times (TAT) and service level agreements (SLA). Proficient in credit appraisal, banking product knowledge, digital channel adoption, and seamless customer onboarding, with a proven ability to drive growth in assets, liabilities, and non-funded income through targeted cross-selling. Valued for achieving measurable business results, upholding full compliance with AML/KYC regulations, and cultivating enduring client relationships through consultative engagement, strategic problem-solving, and an unwavering commitment to service excellence.
Overview
8
8
years of professional experience
5
5
Certifications
Work History
Customer Care & Call Centre Analyst.
Kenya Commercial Bank(KCB)
12.2022 - Current
- Ensure that all medical customer queries, problems, and complaints are fully resolved within set turnaround time.
- Ensure preauthorization issued within the set turnaround time.
- Update healthcare providers on scheme benefits tariffs and payment updates
- Use sound judgment and take decisions that will maximize customer satisfaction per scheme medical policy.
- Complete and effective resolution of customer’s immediate queries or concerns for all escalated issues.
- Update customer resolution on the ECRM ensuring to provide feedback to the Customer.
- Professional assistance to all the staff members/dependents with chronic ailments,
- including facilitation to overseas treatment.
- Allocation of LMS leads to the nearest branch.
- Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Direct Sales Representative
Kenya Commercial Bank (KCB)
08.2019 - 12.2022
- Manage a portfolio of customers, focusing on increasing product penetration, profitability and customer satisfaction
- Develop new relationships with clients with an aim of increasing the number of accounts, attaining good quality asset and liabilities book for the branch in line with the set budgets
- Grow branch fees and commissions through targeted product and service offering to the portfolio
- Thoroughly review credit applications to reduce the possibility of NPA and proactively manage recovery of NPA in the event of default
- Participate in marketing activities within the business area in order to maximize an appropriate growth in business.
- Ensure 100% TAT in terms of service delivery
- Ensure timely and accurate processing of customer requests and loan applications as per laid down SLAs and documented procedures.
- Adherence to policies, procedures and statutory guidelines
- Enhance cross selling skills to improve the client’s product equipment rate
Direct Sales Representative
National Bank of Kenya
01.2019 - 08.2019
- Maintain and develop efficient relationship clients and promote banking business
- Deliver set targets on asset and liabilities I.e retail banking, agent banking, Bancassurance, Mortgage, Asset Financing.
- Establish customer requirements and recommend appropriate loan products and
- Maintain credit quality.
- Seek customers feedback on the various bank products.
- Administer all referrals and direct meetings and develop business opportunities
- Participate in product campaigns to ensure financial information is readily available to Customers.
- Provide optimal levels of customer service and ensure satisfaction.
Financial Advisor
CIC Insurance Company
05.2018 - 12.2018
- Provide financial advice to clients according to their requirement and risk profile as
- The performance of the specific portfolios
- Prospecting for clients for the provision of Insurance and investments services and Products
- Maintain regular follow-up with clients to maintain a strong customer service
- Carry out detailed fact find review of the potential clients and recommend Appropriate insurance and investment products
- Review market analysis to determine customer needs and sales volume potential
Clerk in Finance, Billing and Claims Department
Kaplong Mission Hospital
05.2017 - 08.2017
- Bank reconciliation which includes tracking of all payments and receivable bank Accounts
- Cashbook management involving receipting of all cash received from customers
- Capturing of invoices raised and ensuring that settlement are done by maintaining Statement of all invoices
- Filling in NHIF claims and giving notification numbers to each claim.
- Maintaining and updating of inventory
- Performing daily postings and ensuring all entries are properly documented.
- Managing petty cash transactions.
- Assisting with the preparation of monthly financial accounts
Education
Bachelor of Commerce - Insurance And Risk Management
Chuka University
04.2018
Kenya Certificate of Secondary Education -
Moi Girls Siongiroi
11.2013
Kenya Certificate of Primary Education - undefined
Teganda Primary School
11.2009
Skills
- Customer Relationship Management
- Credit and Data Analysis
- Computer & MS Excel proficiency
- Documentation and reporting
- Customer Relationship & Service Skills
- Technical & Product Knowledge
- Analytical & Problem-Solving Skills
Certification
KASNEB-Certified Public Accountant III
References
Peter Muchesi,
petermuchesi@gmail.com,
0710 266 275,
NCBA Bank Kenya PLC
Rachel Ongeti
National Bank
Tel no: 0774 095 174
Email: rongeti@nationalbank.co.ke
COMPETENCIES
- Financial Management & Accounting Expertise – Proficient in portfolio management, credit appraisal, and financial analysis to optimize profitability and mitigate risk.
- Business Development & Sales Acumen – Skilled in prospecting, targeted selling, and cross-selling, consistently achieving and surpassing asset, liability, and non-funded income targets.
- Client Relationship Management – Adept at building, nurturing, and retaining high-value client relationships through consultative engagement and personalized service delivery.
- Negotiation & Communication Excellence – Strong influencing skills with a proven ability to drive win–win outcomes in client engagements and internal collaborations.
- Regulatory & Compliance Knowledge – Solid understanding of CBK prudential guidelines, Kenyan banking laws, and AML/KYC requirements to ensure operational compliance.
- Analytical & Problem-Solving Skills – Demonstrated ability to assess complex situations, identify solutions, and make sound decisions to improve service delivery and customer satisfaction.
- Operational & Digital Banking Proficiency – Experienced in end-to-end customer onboarding, digital channel promotion, and ECRM updates to streamline service and improve efficiency.
- Interpersonal & Presentation Skills – Confident communicator and presenter, capable of engaging stakeholders at all levels and fostering cross-functional collaboration.
- Technology & Software Proficiency – Advanced user of MS Office Suite and banking systems, with the ability to leverage technology to enhance performance and reporting.
- Professional Integrity & Resilience – Uphold the highest standards of confidentiality, ethics, and reliability, with a proactive, self-motivated approach to achieving results.
Timeline
Customer Care & Call Centre Analyst.
Kenya Commercial Bank(KCB)
12.2022 - Current
Corporate Finance Institute-Financial Modelling And Valuation Analysis
03-2021
Direct Sales Representative
Kenya Commercial Bank (KCB)
08.2019 - 12.2022
Direct Sales Representative
National Bank of Kenya
01.2019 - 08.2019
Financial Advisor
CIC Insurance Company
05.2018 - 12.2018
KASNEB-Certified Public Accountant III
09-2017
Clerk in Finance, Billing and Claims Department
Kaplong Mission Hospital
05.2017 - 08.2017
Detra College-Quick Books
12-2016
Detra College-Digital Opportunity Trust
12-2016
Hi Tech Computer School-Computer Packages And MSOffice Applications
03-2016
Kenya Certificate of Primary Education - undefined
Teganda Primary School
Bachelor of Commerce - Insurance And Risk Management
Chuka University
Kenya Certificate of Secondary Education -
Moi Girls Siongiroi
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