CYNTHIA OTONO

• Carry out duties of operations Assistant against laid down processes and procedures, and within set limits and TAT.
• Processing of new bank accounts and customer instructions as per procedures and guidelines maintaining TAT.
• Processing only duly authorized transactions as per set guidelines, and ensuring exceptional approvals as per advised discretionary limits.
• Ensure no revenue leakage by prompt revenue collection.
• Maintaining professional relationships with customers by providing excellent customer service.
• Responding promptly to customer requests or complaints concerns regarding their accounts or services provided by the branch office.
• Maintain a high level customer service standards at all times.
• Ensure follow up on customer queries and provide feedback promptly at all times.

• Provided product information to customers, as well as effectively responding to customers’ inquiries during customer engagements, while ensuring complaints are channeled through the existing support framework to maintain consistency in brand experience.
• Effectively handled customer complaints and query management within the set service timeline.
• Resolved customer complaints quickly, employing knowledge of loan products, bank policies, and customer service strategies. With the aid of bank systems, such as CRM.
• Conducted risk assessments for client portfolios, recommending strategies to mitigate potential losses.
• Provided excellent customer service through active listening and problem solving skills.
• Delivered quality brand experience through all customer engagements.

• Asked questions to understand customer requirements, and close sales.

• Conducted digital KYC, and updated customer information in the database.

• Coordinated and drafted weekly, monthly, and quarterly reports as required.

• Maintained the highest level of confidentiality with all information obtained.

• Performed as a team member in allocating and coordinating the workflow.

• Contributed to the fulfillment of department and company objectives and goals.

• Contacted potential or existing customers to inform them about a product or service during campaigns.

• Sent out surveys for service quality to ensure customer satisfaction.

• Supervised Loop Store Agents to ensure compliance with the set bank service standards.
• Provided efficient customer management through issue handling, complaint solving through appropriate channels, and ensured excellent services by adhering to quality standards.
• Effectively supervised store daily operations and ensured prompt opening and closure of store working hours, cleanliness, and efficient store running.
• Responsible for building and growing the customer portfolio for the branch.

• Liaised with the responsible departments to facilitate market activations, as well as approved CSR activities.

• Provided accurate and comprehensive product-related information to all bank customers. (Potential and existing.)
• Conversion of customers through calls and walk-ins.
• Successfully onboarded new customers to the loop, with 76% fully transactional (as per the last report).
• Assisted customers with registration and onboarding while ensuring customer satisfaction, thus fostering great customer relationships.
• Handled customer queries, resolved complaints through appropriate channels, and ensured excellent services while adhering to quality standards, thus creating a credible referral system.
• Successfully cross-sold other bank products to ensure uptake of the full range of products offered.