Japheth Kipkoech Biwott
Banker
Nakuru,31
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Customer-focused professional with successful 15-year career in Banking sector.
Overview
13
13
years of professional experience
Work History
Assistant Manager, Retail Banking
KCB BANK KENYA LTD.
6 2021 - 05.2023
- Enterprise Wide Risk Management -Adherence to Standard Operating Procedures (SOPS),Anti-Money Laundering(AML),combating the Financing of Terrorism(CFT) and know your customer (KYC) procedures in order to mitigate against losses, frauds, forgeries, and regulatory penalties.
- Developed strategy to increase sales and drive profits.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Grow and maintain the existing Bank liability and asset portfolios through enhanced relationship management.
Credit Administration and Controls Officer
KCB BANK KENYA LTD.
01.2016 - 06.2020
- Conducted regular reviews of operations and identified areas for improvement.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Credit controls, monitoring and management of NPL of Banking Facilities to ensure reduction of the existing branch bad book portfolio and provision cost and PAR remains below 5%, early vintage at 0.25% and Migration of loans to NPL less than 3%
- Track and Monitor facilities to ensure that sanctioned loan facilities are controlled in accordance with the Bank's lending policies, procedures and ensure adherence to approval conditions, processing, and product requirements, and ensure proper documentation of facilities to ensure they are fully formalized and signed daily (such as letter of offer and acceptance) for monitoring purposes.
- Participate in formulation, reviewing and implementation of the Banks Credit Control procedures
- Administration and Control of securities (lodgement & withdrawals) and Credit records management to ensure that the securities taken in respect of any facility is perfected, release of security be against proper authority, and ensure tracking of insurance for loan facilities and renewal of insurance for loans collateral.
- Utilize Information Management Systems in follow up for alignment, managing, coordination and monitoring of the performance of facilities
- Timely resolution of credit related enquiries, customer visits for Relationship management and prompt debt recovery (i.e. initiate prompt recovery actions for accounts exhibiting signs of distress)
Micro Banker
Kenya Commercial Bank (KCB)
05.2011 - 12.2015
- Assisted customers with banking needs and inquiries.
- Managed risk exposure by conducting thorough credit assessments for loan applicants.
- Enhanced bank profitability by effectively cross-selling various financial products and services.
- Leveraged advanced analytical tools to assess portfolio performance, making informed recommendations for adjustments as needed.
- Processed customer applications and approved loans in accordance with bank policy.
- Spearheaded community outreach initiatives to establish strong connections with local organizations and promote the bank''s commitment to social responsibility.
- Opened, closed, and updated accounts for customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Continuously updated knowledge of industry trends, regulations, and competitor offerings to maintain a competitive edge in the banking market.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Maintained friendly and professional customer interactions.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Wrote and distributed customer correspondence.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Led training programs for both new hires and existing employees, ensuring consistent adherence to industry best practices across all roles within the branch team.
- Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
Customer Service Consultant
Kenya Commercial Bank (KCB)
09.2008 - 04.2011
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Tracked customer service cases and updated service software with customer information.
- Enhanced team communication through regular briefings, fostering a more cohesive working environment for better productivity levels.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Team Leader
Kenya Commercial Bank (KCB)
11.2007 - 08.2008
- Kept detailed track of sales and customer information in company system.
- Expanded market presence through strategic partnerships that led to increased referral business for the sales team.
- Stayed current on company offerings and industry trends.
- Greeted customers and provided product advice to increase sales.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Built relationships with customers and community to promote long term business growth.
- Oversaw all aspects of the sales cycle from prospecting to closing deals, ensuring a seamless experience for customers.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Maintained strong communication between the sales department and other organizational functions, aligning efforts toward common objectives.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Attended monthly sales meetings and quarterly sales trainings.
- Fostered an environment of collaboration within the sales team which encouraged knowledge sharing and group problemsolving.
- Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Implemented CRM system improvements that streamlined lead tracking and follow-up processes, leading to higher conversion rates.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Education
MBA - Banking And Finance
Jomo Kenyatta University of Agriculture And Technology (JKUAT)
Juja, Kiambu District, Kenya 04.2001 -
Bachelor of Arts - Economics And Public Administration
University of Nairobi
04.2001 -
CPA PART ONE SEC II - Accounting
KASNEB
06.2005
High School Diploma -
Emining Secondary School
Eldama Ravine, Baringo, Kenya 04.2001 -
Kenya Certificate of Primary Education -
Nerkwo Primary School
Eldama Ravine, Baringo, Kenya12.1996
Skills
Interpersonal Skills
undefinedFull Names
Japheth Kipkoech Biwott
Cellular Contact
0721 885 526
Key Competencies Strengths
- Very good knowledge of Bank Operations, Customer Service, Sales and Credit Operations
- Excellent communication and interpersonal skills
- Proficiency in IT
- High level of integrity and honesty
- Over 10 years Progressive Banking Experience
- Consistent High-Performance Ratings.
Personal Information
- Gender: Male
- Nationality: Kenyan
References
- Mr. Kinja Isaack, Branch Manager, Kenya Commercial Bank, P.O. BOX 17755-20100, NAKURU, 0720 575 660, ikinja@kcb.co.ke
- Mr Noah K Cheruiyot, Business Banker, Kenya Commercial Bank, P.O. BOX 17755-20100, NAKURU, 0720 416 710, ncheruiyot@kcb.co.ke
- Mr. Joseph L Cheruiyot, Rtd. Director National Museums Of Kenya, P.O. BOX 164-20103, ELDAMA-RAVINE, 0722 680 443, jleboo@gmail.com
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop Sales tracking spreadsheets.
Timeline
Credit Administration and Controls Officer
KCB BANK KENYA LTD.
01.2016 - 06.2020
Micro Banker
Kenya Commercial Bank (KCB)
05.2011 - 12.2015
Customer Service Consultant
Kenya Commercial Bank (KCB)
09.2008 - 04.2011
Sales Team Leader
Kenya Commercial Bank (KCB)
11.2007 - 08.2008
MBA - Banking And Finance
Jomo Kenyatta University of Agriculture And Technology (JKUAT)
04.2001 -
Bachelor of Arts - Economics And Public Administration
University of Nairobi
04.2001 -
High School Diploma -
Emining Secondary School
04.2001 -
Assistant Manager, Retail Banking
KCB BANK KENYA LTD.
6 2021 - 05.2023
CPA PART ONE SEC II - Accounting
KASNEB
Kenya Certificate of Primary Education -
Nerkwo Primary School
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