MERCY MURUGI NDWIGA
RELATIONSHIP OFFICER
MOMBASA,28
Summary
A Self-motivated Relationship Officer skilled in providing extraordinary customer service internally and externally to develop relationships and create positive customer experiences. Proven record of achieving operational efficiency and quality standards and demonstrating compliance with banking regulations. Exhibits exceptional analytical skills and to conceptualize proposals and provide viable solutions.
Overview
10
10
years of professional experience
16
16
years of post-secondary education
1
1
Language
Work History
PAYMENT OFFICER
EQUITY BANK
Mombasa
03.2022 - Current
- Retain and grow portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Monitor, follow-up and escalate cases to meet customer response commitments.
- Build and maintain productive relationships with internal and external customers to facilitate business success.
- Gather data and build financial models around key metrics.
- Prepare employee documentation, routine evaluation measures and recommendations.
- Uphold stringent bank standards for loans, money handling, and legal considerations.
- Promote, structure and provide advice customized to best meet needs of customers.
- Managed over 50 customers per day and increased sales by 20%
- Liaise with clients by phone, email and text messaging to meet client needs and define expectations.
- Develop summaries to assess each client's participation level and determine targets for follow-up plans.
- Support team in implementing sales tactics and achieving growth objectives and sales targets.
- Build and maintain relationships with new and existing clients while providing high level of expertise.
- Work with operations and credit departments to facilitate communication and deliver personalized solutions to customers.
- Develop and cultivate lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Achieve goals for sale of bank products and services and exceeded performance metrics for customer service.
- Communicate regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Monitor customer feedback and generate reports to identify areas of improvement.
- Respond to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintain knowledge on banking products and distribution to provide optimal service support.
Insurance Advisor
BRITAM
Mombasa
03.2021 - 02.2023
- Evaluated business and individual customer needs and financial situations to propose individualized policy recommendations.
- Developed marketing strategies to promote new insurance contracts or suggest additions and changes to existing policies.
- Used sales tactics and client relationship building techniques to reach monthly, quarterly and annual sales goals, boosting sales.
- Interviewed prospective clients to discuss any existing coverage and obtain data about financial resources and physical condition of person or property.
- Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments.
- Maintained high standards of customer service by building relationships with clients.
- Approached potential clients by using direct marketing mailings and phone contacts.
BANK OFFICER
IMPERIAL BANK LIMITED
Mombasa
09.2015 - 11.2020
- Receive proper identification for cash back and issue receipts of deposit
- Examine cheques deposited and determine proper funds availability based on regulation requirements and complete hold notices
- Process Outward Cheques through NEWGEN system Process savings withdrawals
- Answer basic customer inquiries regarding interest rates, service charges and account histories while complying with disclosure requirements, regulations and consumer privacy policies
- Cross-sell bank products and services
- Turned in excess cash to maintain drawer security.
- Counted and packaged currency and coins.
- Sold and cross-sold bank products to new and existing customers.
- Assisted customers with compromised debit cards and issued new credentials.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
- Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Performing other duties as required, consistent with the goals, objectives, and responsibilities of the operations department.
RELATIONSHIP OFFICER
MICRO, LENDING, MICROFINANCE
Mombasa
01.2015 - 09.2015
- Production/sales-managing sales production performance and implementing corrective actions to achieve set targets
- Marketing-approaching potential and current clients and gaining good knowledge of their business and building good relationship with them
- Loan appraisal
- Collection –review and follow up of arrears reports and collection visits
- Portfolio management and Administration
- Customer relationship management
- Corporate image-keeping my work area neat, protecting Real People Brand and being presentable at all times.
Direct Marketing Sales Representative
FAULU BANK
THIKA
04.2013 - 12.2014
- Put together sales proposals and contracts.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Wrote reports outlining activities and sales.
- Achieved aggressive monthly targets of checkoff loans and deposit mobilization consistently.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
Education
Bachelors - commerce (banking and finance
Mount Kenya University,
Thika, 30 01.2010 - 01.2014
01.2006 - 04.2009
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K.C.P.E: Runganga Primary School
01.1997 - 04.2005
Faulu dtm bank -Certificate in Customer service. - CUSTOMER SERVICE
Faulu Bank
THIKA 08.2013 - 05.2013
Faulu dtm bank -Certificate in leadership management - undefined
01.2014 - 04.2014
International sales training institute -Certificate in sales - undefined
08.2015 - 04.2015
Skills
3 Strong Information analysisundefined
Timeline
PAYMENT OFFICER
EQUITY BANK
03.2022 - Current
Insurance Advisor
BRITAM
03.2021 - 02.2023
BANK OFFICER
IMPERIAL BANK LIMITED
09.2015 - 11.2020
International sales training institute -Certificate in sales - undefined
08.2015 - 04.2015
RELATIONSHIP OFFICER
MICRO, LENDING, MICROFINANCE
01.2015 - 09.2015
Faulu dtm bank -Certificate in leadership management - undefined
01.2014 - 04.2014
Faulu dtm bank -Certificate in Customer service. - CUSTOMER SERVICE
Faulu Bank
08.2013 - 05.2013
Direct Marketing Sales Representative
FAULU BANK
04.2013 - 12.2014
Bachelors - commerce (banking and finance
Mount Kenya University,
01.2010 - 01.2014
01.2006 - 04.2009
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K.C.P.E: Runganga Primary School
01.1997 - 04.2005
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