LILIAN KIIBI
Thika,Kiambu
Summary
Detail-oriented and results-driven banking professional with over 5 years of experience in retail banking operations, customer service, and regulatory compliance. Proven track record in managing high-volume transactions, customer onboarding, and enhancing service delivery in fast-paced environments. Proficient in digital banking systems and regulatory frameworks. Eager to transition into a strategic role where I can use my expertise to optimize banking processes and contribute to innovative financial solutions that drive business performance.
Overview
11
11
years of professional experience
Work History
Relationship Officer-Onboarding
Equity Bank Kenya Ltd
01.2022 - 09.2024
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Ensured compliance with regulatory requirements by meticulously reviewing documents and conducting thorough background checks on prospective clients.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Educated customers on online banking and mobile banking applications.
- Temporarily assumed customer service officer duties, managing customer interactions, addressing inquiries, organizing training sessions, and resolving issues.
- Engaged customers to gather feedback on their service experience, contributing to service improvement initiatives.
Relationship Officer-Cash
Equity Bank Kenya Ltd
08.2019 - 12.2021
- Processed a wide variety of retail banking transactions for personal and commercial customers.
- Resolved customer inquiries and issues, consistently achieving high customer satisfaction.
- Contributed to service improvement initiatives by providing feedback to reduce customer pain points.
- Trained new tellers, ensuring bank policy and procedure compliance.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
Bank Teller
Equity Bank Kenya Ltd
03.2014 - 12.2014
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Cross-sold bank products, contributing to branch targets and maintaining high standards of accuracy and efficiency.
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Ranked among the top 2 in teller productivity with an average of 180 transactions daily.
Education
Certified Public Accountant - Sections I to IV completed
Bachelor's degree - Economics
University of Nairobi
12-2019
Kenya Certificate of Secondary Education -
Bishop Gatimu Ngandu Girls High School
12-2013
Skills
- Attention to detail
- Interpersonal skills
- Excellent Communication skills
- Financial documentation
- Customer service
- Account opening procedures
- Card management systems
- Team collaboration
- Decision making and problem solving skills
- Banking processes and systems
- KYC/AML policies
- Regulatory compliance
- CRM proficiency
References
- Lucy Munyaka, Business Growth and Development Manager, Equity Bank Kenya Ltd, Lucy.Munyaka@equitybank.co.ke, +254722220796
- Ronah Muthoni, Relationship Manager Operations, Equity Bank Kenya Ltd, Ronah.Muthoni@equitybank.co.ke, +254763221518
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteImportant To Me
Career advancementHealthcare benefitsWork-life balancePersonal development programsPaid time offTimeline
Relationship Officer-Onboarding
Equity Bank Kenya Ltd
01.2022 - 09.2024
Relationship Officer-Cash
Equity Bank Kenya Ltd
08.2019 - 12.2021
Bank Teller
Equity Bank Kenya Ltd
03.2014 - 12.2014
Certified Public Accountant - Sections I to IV completed
Bachelor's degree - Economics
University of Nairobi
Kenya Certificate of Secondary Education -
Bishop Gatimu Ngandu Girls High School
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