ANNMARIE MENDI CHEGE

• Maintained, reviewed and updated customer credit and loan records.
• In charge of processing claims held for repayment of loans.
• Ensured updates and accuracy of customer files in regards to limits, commitment letters and other security documents where required were in place.
• Negotiated repayment arrangements with clients with delinquent loans.
• Monitored and followed up loan repayments and enlisted to ensure timely recovery of loans and quality loan portfolio.
• Restructured loans upon approval and facilitated of bank take overs.
• Engaged and build trust with customers by providing advice appropriately.
• Prepared standard required reports for Receiver Managers office.
• Undertook any other responsibility assigned by department head.
• Achieved performance goals on consistent basis.

Key achievements;

• Maintained and processed all credit department claim forms, for all three pay out phases, for loan repayments. This resulted to substantial reduction of over roll loan book.
• Worked closely with Receiver Managers office to ensure smooth process of take-overs by other operational banks.
• Maintained customer relationships post receivership by responding promptly to customer queries and facilitating of negotiations of debt repayment plan
• Remained calm and stayed professional throughout my engagements with clients despite challenges associated with receivership and subsequent shut down of banks` operating system

• Promptly handled customer queries and complaints within given prescribed timelines including escalation of customer related matters where appropriate to concerned officials.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Ensured all customers documents e.g., signature cards, account opening forms, correspondence and bankers orders are filed and stored in accordance with bank policies and procedures.
• Liaised with security supervisor & senior branch officials in security issues affecting the department.
• Ensured Banking Hall is tidy and cleanliness/orderliness is maintained at all times.
• Prospecting new clients for deposits and loans/advance products
• Resolved concerns with bank products or services to help with retention and drive sales.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Developed working relationships with internal and external customers while assisting with account management duties.
• Supported business development initiatives.
• Prepared and submitted required standard reports, as may be required, within agreed deadlines.
• Engaged and assisted the marketing team on promotional projects.

Key achievements;

• Received commendations from supervisor and management for excellent customer service.
• Retained clients by attending to their queries promptly.
• Recognized and commended by management for business development where I was able to build my portfolio to over 50 million shillings
• Successfully convinced walk-in clients to take up other bank products.
• Demonstrated professional etiquette through out my engagements with clients.

• In Charge of arranging and participating in Trainings and conducting job evaluations for clients.
• Managed daily office expenses.
• Evaluated project proposals.
• Received and responded to customer calls.

• Attaché at Dolphins group, a training consultancy firm, Nairobi where I was coordinating training events and programs.
• Interacted with customers by phone, email or in-person to provide information.
• Answered incoming telephone calls, took down messages and provided information.
• Sorted and organized files, spreadsheets and reports.

• Taking minutes for the marketing departmental meetings.
• Communication in relation to meetings between the Kenya Tourist Board (KTB) and other marketing agents via the telephone and Email.
• Keying in data showing events that had happened and those that are in the pipeline for the head of department.
• Requisitioning for stationery for use within the company and advertising materials for tour operators and other marketing agents.