CHERYLIANY MUSA

 Management, collection and recovery of outstanding amounts under assigned portfolio with a view of reducing the non-performing portfolio as per communicated targets

 Restructuring and curing of accounts within the assigned portfolio to ensure maximum recovery of banks assets hence minimizing on loss

 Negotiating with clients and coming up with suitable exit or rehabilitation strategies for non-performing accounts within assigned portfolio.

 Recommending for write off hard-core accounts hence lowering the banks NPL ratio

 Ensuring that NPL facilities are properly priced to minimize income leakage

 Effective use of allocated resources to minimize costs

Reaching out to customers within in the prescribed format –i.e. Calls, visit, demands etc.

 Maintain MIS and update of the various recovery repositories, tools and templates with account management/recovery activities and strategies

 Keeping and providing requisite data on assigned portfolio that is to be used in production of reports etc.

 Participating in the bank or departmental projects as may be called upon

 Proper record Keeping and filing of customer records within the assigned portfolio

Customer Complaint/Query Handling within the set SLAs

 Foreclosure (Security realization) Processing in liaison with relevant departments or units.

 Liaising with and co-opting the assistance of all Business Units as may be necessary to arrange recovery

 Periodic review of accounts where the Bank has exhausted recovery efforts and recommend through supervisor for write off in line with the CBK prudential guidelines.

 Liaise with all external stakeholders involved in debt recovery which include Lawyers, Auctioneers, Independent Collection Agencies, Private Investigators, Receivers etc. while ensuring the TAT’s and SLA’s are complied with in the recovery process.

 Periodic training of service providers to be in line8 with bank policies and procedures.

Ensures that all borrowers’ communication is issued on time and within the agreed format.

 Conducts call visits and subsequently prepares call visit reports within 7 days of the visit

 Query and complaint management within set TAT and SLA and timely escalation.

 Ensure client request are handled within the set parameters –e.g. restructures, waivers, Full and finals etc.

 Efficient Management of external service providers as will be assigned i.e. ICA etc.  Any other duty as may be allocated from time to time

• Streamlined internal processes for increased efficiency in managing customer inquiries, complaints, and feedback.
• Established lasting client relationships through exceptional customer service and timely follow-ups on inquiries and concerns.
• Built and maintained productive relationships with new and existing customers.
• Participated in industry events as a brand ambassador, increasing visibility within target markets and generating new leads for business growth.
• Meet Business Banking sales targets both in number of accounts and volume and deposits through cross selling to existing customers and acquiring new customers.
• Generate new customers/ new company’s referrals from head office, existing customers, or personal connections
• Prepare target audience/lead lists and sales activities plans; implement and fill in accurately sales activities reports
• Conducts daily sales calls from prioritized lead lists with the objective of scheduling companies visits / customer’s meetings
• Receive, verify and certify against original; all account application documents and forms from customer
• Check and verify the accuracy, completeness of the documents against the checklist provide according to product lines and compliance requirements.

• Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
• Created, prepared, and delivered reports to various departments.
• Updated reports, managed accounts, and generated reports for company database.
• Improved communication within the organization through regular updates on policies, procedures, and key events.
• Managed CRM database, including trouble shooting,
• Maintenance updates and report generation.

Provided administrative supports, including processing,

• Purchasing orders, service contracts and financial reports.
• Established and updated work schedule to account for
• Changing staff level and expected workloads.
• Cultivated and strengthened customer relationships through
• Exceptional service and proactive follow up.
• Interpreted management directives to define and document
• administrative staff process

• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Welcomed customers and helped determine their needs.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Received cash and issued receipts to customers
• Prepared petty cash and allocated money for petty items purchases under accountants instructions.
• Helped the accountant in preparing of profit and loss accounts.
• Kept office records.
• Help prepare invoice and expense report.
• Analysis of financial data
• Filling of documents
• Provide administrative support
• Checking financial documents and journal entries for accuracy