KENNETH KIPKEMBOI KITUR
ASSISTANT MANAGER CARD SUPPORT NCBAA
NAIROBI
Summary
To use available opportunities in the economic and financial field to acquire and develop the Skills and talents necessary for a successful career in economics and finance.
Overview
11
11
years of professional experience
17
17
years of post-secondary education
1
1
Certification
Work History
ASSISTANT MANAGER CARD SUPPORT
NCBA BANK
07.2024 - Current
- Ensure minimal loss through card fraud by continuing checking the transaction monitoring of each employee
- Any gaps to be communicated to the line manager
- No more than one transaction per fraud incident
- Daily review of the temporary blocked cards and ensure that the customer is contacted
- Any exceptions raised with the ARM
- Review the daily decline report and ensure that the erroneous debits have been reversed
- Make care calls to customers whose transactions have been declined due to the single ceilings
- Analyses review of Loop card transactions and ensure the fraud management tool is constantly reviewed to improve efficiency
- Manage the CRM queries related to the card authorization team
- Ensure complete and accurate monitoring of card transactions by the authorization team
- Monitor and manage Channels uptime
- Use of the channel monitoring tool
- Liaise with acquiring banks on Transaction Authorization, Merchant Suspicions and Reversals
- Process Pin reset instructions after customer vetting
- Block lost/stolen and compromised cards
- Increase the single transaction limit for Loop cards
- Authorize Loop passwords resets
- Block loop cards reported lost, stolen or compromised
- Reset OTP and unblock card on cardinal commerce for Ecommerce transactions
- Update cardinal commerce database to include OTP generation on email
- Supporting internet banking set-ups and related queries
- Handle CBA loop card queries and issues related to authorization
- Provide feedback to line management to enhance improvement and growth as well as pursuit of self-development to increase personal effectiveness, acknowledging both strengths as well as areas of development
- Assist in printing and forward card statements as requested by customers
- Award bonuses to customers that have deposited funds at the branch and need to access the funds immediately
CARD AUTHORIZATION OFFICER
NCBA BANK OF AFRICA
12.2016 - 07.2024
- Accurate monitoring of online card activity to identify, minimize and prevent card fraud to safeguard interests of the bank as well as customers
- Manage customer enquiries, phone and emails to ensure timely resolution
- Authorization of manual transactions on both debit and credit card within set up procedures
- Maintain and enhance communications with Credit risk management, Relationship managers and customers to facilitate flow of instructions and information to foster co-operation
- Generate and review merged reports to sift fraudulent and unconfirmed transactions
- Test card systems and log in with IT any card related issues
- Review Authorization reports to ensure all Change of card status and Group bonuses are approved
- Authorize Cash Advances
- Management of exceptional approvals and temporary limit increases on payments, emergencies making referrals to Credit risk and Head of Channels
- Monitor and manage ATMs uptime by online opening closed systems and liaising with custodians for failed reset after working hours, holidays and weekends
- Monitor SMS alert
- Monitor and support customers on Mobile Banking, after working hours, holidays and weekends
- Analyze and Manage online Parameters as per Market trends
- Liaise with acquiring banks on Transaction Authorization, Merchant Suspicions and Reversals
- Process Pin reset instructions after customer vetting
- Validate and Update travel advisory details and updating on shared folder
- Action on lost and stolen card report
- Action reconciliation reports for debit cards
- Ensure reversals of fraudulent transactions upon obtain approval from Security and Business
- Shift adherence to ensure smooth running of the card service
- Offer quality service standard, as per laid down KPIs
- Supporting customers in Mobile Banking
- Supporting internet banking
- After service support to Diaspora customers and youth Proposition
- CRM queues management
FRONT OFFICE (OPERATIONS ASSISTANT)
NCBA BANK OF AFRICA
01.2016 - 12.2016
- Receiving customer emails and phone calls
- Escalating customer queries sent to Contact Centre to the technical team for resolution
- Managing rejected online applications for Be-More accounts
- Contacting customers with dormant accounts for them to reactivate them
- Contacting customers in a bid to educate them on how to use mobile and internet banking
- Generating CRM reports as required by the supervisors
- Ensure First Call Resolution
- Handle customer calls as per bank stipulated standard
- Provide a holding response to customers on cases which do not have online resolution
- Escalate and Re-assign to the back office team all stubborn cases and the ones which required in depth investigation within the given transfer rate
- Utilize the Contact Centre and CRM database information for cross-selling opportunities by identifying customers’ needs
- Participate in process improvement methods which are geared towards handling customer issues efficiently and contribute to amendment of processes and procedures where necessary
- Shift adherence – Work within the stipulated shift as the Contact Centre is a 24/7 Centre
- Offer support to other units and especially attend to customers who require talking to ARMs when they are not available
- Generate reports of issues logged in to CRM, collect meaningful data and give analyses which will be used to raise the standard of service and decision making
- Receive and verify signatures on all customers’ instructions received before acting on them
- File the letters in a well-labelled box file and in an orderly manner for easier access to the team in case of need
- Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s
TELESALES STAFF
NCBA BANK OF AFRICA
09.2013 - 01.2016
- Receiving customer emails and phone calls
- Managing rejected online applications for Be-More accounts on DMS
- Contacting customers with dormant accounts for them to reactivate them
- Contacting customers in a bid to educate them on how to use mobile and internet banking
- Contacting designated non-account holders in a bid to promote the bank’s products
- Contacting and welcoming new customers who have opened accounts
- (customer on-boarding)
- Debt collection for past due loans or credit card arrears
- Assisting the back-office team at the contact center to create and assign cases
- Researching on the customer needs and connecting them to their various relationship officers
- Contacting customers in a bid to promote the bank’s products
- Doing surveys on customer experience with our banking services and facilities
- Escalating customer queries sent to Contact Centre to the technical team for resolution
Education
Bachelor of Commerce - Finance Option
Kenyatta University
09.2009 - 12.2013
KCSE - undefined
Kapsabet Boys
01.2004 - 11.2007
KCPE - undefined
Kimosop Primary
01.1996 - 11.2003
CPA-PART II - undefined
06.2012 - 01.2013
Skills
- Interpersonal skills
- Team player
- Hardworking
- Computer literate
- Reliable
- Self-motivated
- Ability to work with minimal supervision
- Ability to interact with people from different cultures
- Leadership skills
- Proactive
- Performance oriented
- Results oriented
- Integrity
- Time consciousness
- Decision making
- Flexibility to work under pressure
- Flexibility to work under tight deadlines
- Statistical applications
- Excel
- E-VIEWS
- Economics
- Statistical analysis
- Mentorship
- Banking operations
- Card fraud management
Certification
I certify that the information given above is true and correct to the best of my knowledge.
Knowledgeandskills
- Good Knowledge in statistical applications: Excel, E-VIEWS
- Vast knowledge in Economics and Statistical analysis.
- Recommendable knowledge in mentorship.
- Knowledge of banking operations.
- Knowledge of card fraud management
Idno
27422209
Contact
kennkitur@gmail.com, +254711553814
Personal Information
- Date of Birth: 08/21/87
- Nationality: KENYAN
Lifeobjectives
To be a competent, established, successful and responsible economic and financial analyst.
Awards
- Awarded contact centre Agent Quality Award-Q1 2015
- Awarded contact centre Agent Quality Award-Q4 2014
- Contact Centre Shujaa team player-Q2 2016
- Champion in auditing Card authorization reports.
Training
- Front line selling, 06/01/15
- Customer experience Training, 07/01/14
- First Aid and fire training, 07/01/15
- Free to grow, 01/01/15
Timeline
ASSISTANT MANAGER CARD SUPPORT
NCBA BANK
07.2024 - Current
CARD AUTHORIZATION OFFICER
NCBA BANK OF AFRICA
12.2016 - 07.2024
FRONT OFFICE (OPERATIONS ASSISTANT)
NCBA BANK OF AFRICA
01.2016 - 12.2016
TELESALES STAFF
NCBA BANK OF AFRICA
09.2013 - 01.2016
CPA-PART II - undefined
06.2012 - 01.2013
Bachelor of Commerce - Finance Option
Kenyatta University
09.2009 - 12.2013
KCSE - undefined
Kapsabet Boys
01.2004 - 11.2007
KCPE - undefined
Kimosop Primary
01.1996 - 11.2003
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