Accomplished Universal Banker and Customer Due Diligence Analyst at Standard Chartered Bank, adept in transaction processing and enhancing customer satisfaction. Leveraged financial planning and analytical skills to improve branch operations and streamline data analysis, achieving significant business growth. Excelled in mentoring staff and optimizing customer service, demonstrating exceptional teamwork and problem-solving abilities.
Hi, I’m
Juma Chiluyi
Banker
Nairobi, Nairobi Province,30
Summary
Overview
10
years of professional experience
Work History
Standard Chartered Bank
Universal Banker
01.2017 - Current
Job overview
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Evaluated client financial positions and identified most appropriate banking products.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Optimized workflow processes within the branch by implementing best practices in organization and time management techniques.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Managed risk effectively by adhering to established security protocols and diligently monitoring suspicious activities or transactions.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
Standard Chartered Bank
Customer Due Diligence Analyst
01.2016 - 01.2016
Job overview
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Optimized core processes to improve business performance and operational agility.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
Kenya Power and Lightening Company
Debt Recovery Specialist
01.2015 - 01.2016
Job overview
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services, and collection strategies.
Education
Pan Paper High School
University Overview
Egerton UnversityNairobi, Nairobi Province, Kenya
MBA from Strategic Management
04.2001
University Overview
Egerton UnversityNakuru, Nakuru District, Kenya
BBA from Marketing
04.2001
University Overview
Skills
Transaction Processing
Accomplishments
Accomplishments
- Facilitated new customer service initiatives that resulted in a 90% improvement in satisfaction ratings.
Timeline
Universal Banker
Standard Chartered Bank
01.2017 - Current
Customer Due Diligence Analyst
Standard Chartered Bank
01.2016 - 01.2016
Debt Recovery Specialist
Kenya Power and Lightening Company
01.2015 - 01.2016
Egerton Unversity
MBA from Strategic Management
04.2001
Egerton Unversity
BBA from Marketing
04.2001
Pan Paper High School
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