ECRM
GLORIA MASAKI
BANKING OPERATIONS EXPERT
NAIROBI
Summary
Customer-focused Corporate Banking Customer Service Officer with 5+ years extensive training and experience managing daily operations, conducting financial reviews, developing portfolios and customizing client financial packages. Coordinated and responsible professional with solid knowledge of bank products and services. Proficient in ECRM.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
1
1
Language
Work History
Customer Service Officer
IMPERIAL BANK LTD (IR)
Nairobi
07.2021 - Current
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Communicated with clients regarding account services, statements, and balances.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Assisted call-in customers with questions and requests.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Processed customer adjustments to maintain financial accounts.
CORPORATE BANKING OPERATIONS OFFICER
IMPERIAL BANK
ELDORET
02.2015 - 12.2020
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Stocked supplies for customers and personal teller station.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Wrote and distributed customer correspondence.
- Executed wire transfers, stop payments and account transfers.
- Calculated fees due, interest and change for customer transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Received loan and utility payments, sending funds to correct destinations.
- Established rapport with new clients to increase satisfaction and loyalty.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Education
Master of Science - Accounting And Finance
JOMO KENYATTA UNIVERSITY OF AGRICULTURE&TECHNOLOGY
ELDORET 01.2019 - 11.2021
Bachelor of Science - Strategic Management
MOI UNIVERSITY
KESSES,UASIN GISHU. 11.2012 - 06.2017
Certificate - Junior High Education
Mary Mount Secondary School
Molo 01.2008 - 11.2011
Skills
Complaint resolution
Inbound and outbound calling
Service recommendations
Documentation and reporting
Report preparation
Account management
Database Management
Till counting
CRM
Multi-line phone talent
POS systems expert
Training development aptitude
Software
Timeline
Customer Service Officer
IMPERIAL BANK LTD (IR)
07.2021 - Current
Master of Science - Accounting And Finance
JOMO KENYATTA UNIVERSITY OF AGRICULTURE&TECHNOLOGY
01.2019 - 11.2021
CORPORATE BANKING OPERATIONS OFFICER
IMPERIAL BANK
02.2015 - 12.2020
Bachelor of Science - Strategic Management
MOI UNIVERSITY
11.2012 - 06.2017
Certificate - Junior High Education
Mary Mount Secondary School
01.2008 - 11.2011