JAMES MUTINDA LUMUMBA
Operation Executive
NAIVASHA
Summary
Self-motivated Relationship Officer skilled in providing tailored made customer service internally and externally to develop relationships and create positive customer experiences. Proven record of achieving operational efficiency and quality standards demonstrating compliance with CBK regulations.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Relationship Officer- Operation Manager
SMEP MICROFINANCEBANK
06.2022 - Current
- Assist the branch manager in day to day management of the branch
- Growth branch asset and liability book
- Appraise prospective loan customers and give recommendations
- Participate in branch credit committee
- Manage PAR by ensuring timely collection of loans and recovery of non-performing loans
- Develop and ensure implementation of branch growth strategy
- Conduct training for branch staff
- Participate in audit and ensure closure of all audit issue raised
- In-charge of branch administrative roles
- Control of cash movement in and from the vault
- Authorize raw data feed on core banking system
- Ensure all staff adhere to all laid down rules and regulation when in the execution of various duties
- Custodian of key registers at the Branch
- Monitor activities at the branch level and report any suspicions
- Organize and attend various branch initiated activations
- Encourage customers to use alternative banking channels
- Ensure all customer concerns are addressed promptly
- Ensure teller's reconciliation tally with system balance and any variance posted appropriately
- Update treasury register to capture cash movement
- Ensure compliance of all down procedures and regulatory requirements in operations and credit department
- Support Branch manager and providing leadership whenever she is away
- Supervise Tellers and customer service as they perform their duties
Relationship Officer - Operations and Customer Service
SMEP MICROFINANCEBANK
03.2021 - 06.2022
- Answering customers inquiries and refer customers to proper service area for issues
- Maintaining the highest level of confidentiality with all information obtained
- Proper relationship management for customers
- Maintaining a high level of customer satisfaction that grows the business through referrals and repeat business
- Paying visits/makes calls to existing customers with view to maintaining/ establishing good relationship with them
- Ensuring that a comprehensive database of information on all existing relationships and prospective ones are kept
- Follow through customer complaints and close within the shortest time possible
- Zero tolerance to customer neglect
- Ensuring proper floor management by ensuring queues are closely monitored
- Participating in branch initiatives as part of team
- Monitoring progress of performance
- Ensuring maintenance of proper records and control of relevant registers
- Safe guarding the image and reputation of company
- Receiving, verifying and posting cash and cheque in core banking system
- Verify and pay out cash and cheque encashment
- Ensuring sufficient controls in cash management both for tills and vault
- Daily reconcile and balance cash and alternative Banking Channels balances and report differences promptly
- Adequate cash stock management with buying and selling from vault as appropriate
- Ensuring strong adherence to anti money laundering (AML) and know your customer (KYC) policy guidelines
- Compliance to policies, procedure and regulation ensuring that all processes are performed within lay down procedures
- Championing Bank's products and on onboarding new customers
Customer Service Officer
Carrefour Hypermarket The Hub
01.2019 - 03.2021
- Receiving and resolving customer complaints
- Informing customers of various services and products the company offers
- Receiving inquiries and suggestion from customers
- Registering customer for company's online loyalty program
- Answering calls and giving prompt feedbacks
- Recording any left by customer goods purchased from store
- Receiving lost and found items from the store
- Evaluating return products by customers to ascertain if they are resalable as per company return policy and issuing refund in cash where applicable
- Updating daily refund log book
- Coordinating relevant department whenever an incident occur
- Issuing credit notes
- Paging announcements in store
- Creating contracts for customers who wish to pay goods in installments and educating them on terms and conditions of the contract
- Receiving partial payment of goods reserved for customers
- Terminating contract of customers who unable to make full payment for good reserved charging penalty in accordance with terms and condition of the contract
- Issuing handwritten invoice to customers for purpose of claiming V.A.T
- Daily reconciliation of cash registry
Cashier
Carrefour Hypermarket The Hub
01.2018 - 01.2019
- Welcoming all clients exceptionally targeting revisits from the experience
- Scanning items for clients to ensure all items picked are billed and updated in the inventory list
- Providing correct bills to client to facilitate payment of goods before dispatch
- Daily reconciliation of cash at hand with the day's sales
- Reporting discrepancies if any to ensure matters are solved at the earliest time possible
- Adhering to the code of conduct stipulated by the management both verbally and written
IT Intern
Kenya Electricity Generating Company PLC
01.2016 - 01.2017
- Hardware and software troubleshooting
- Operating system installation and drivers installation
- Local Area and wide area networks design, installation and troubleshooting
- Installation of switches, Routers and Cyber Roam
- Installation of network printers & locally attached printers
- Networking to facilitate information flow
- PC Maintenance and dust blowing to ensure longevity
- Computer assembling as well as computer repairs
Education
Bachelor of Science - Mathematics and Computer Science
Jomo Kenyatta University of Agriculture & Technology
Juja, Kiambu District, Kenya 01.2013 - 01.2017
Skills
Financial acumen
Creativity and innovation
Persuasion techniques
Cross-cultural sensitivity
Marketing
Accomplishments
- Being in charge of branch operations have been able to grow branch outstanding deposit balance by over 300 million huge portion of it is being held up in current account thereby having a balanced CASA ratio.
- I have managed to implement a customer focused approach that entails tailoring solutions to fit the needs of customers.
- Championing utilization of alternative banking channels by our customers as result reducing physical branch visits and increasing non funded income.
- Improve branch PAR from 20% to 7% and champion growth of quality portfolio.
Other Training And Certifications
Certificate of Training- N+ Network Support Skills
Attributes
I am an honest person, team player with strong morals founded in the Christian faith I ascribe to.
Timeline
Relationship Officer- Operation Manager
SMEP MICROFINANCEBANK
06.2022 - Current
Relationship Officer - Operations and Customer Service
SMEP MICROFINANCEBANK
03.2021 - 06.2022
Customer Service Officer
Carrefour Hypermarket The Hub
01.2019 - 03.2021
Cashier
Carrefour Hypermarket The Hub
01.2018 - 01.2019
IT Intern
Kenya Electricity Generating Company PLC
01.2016 - 01.2017
Bachelor of Science - Mathematics and Computer Science
Jomo Kenyatta University of Agriculture & Technology
01.2013 - 01.2017
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