Nancy Gesare Nyabwaya
Nairobi
Summary
Results-oriented Compliance and Customer Service Officer with over 7 years of experience in regulatory compliance, risk monitoring, registration processes, and stakeholder engagement within the financial sector. Demonstrated expertise in conducting operational audits, facilitating customer onboarding, and ensuring strict adherence to policies and regulations, including AML/KYC. Strong foundation in managing documentation, optimizing service delivery, and implementing quality control measures reinforces a commitment to excellence. Eager to leverage this diverse skill set in a transition to public sector health administration, focusing on enhancing registration and compliance functions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Bank Operations Officer
Prime Bank Ltd – Biashara Branch
01.2024 - Current
- Facilitate client registration, onboarding, and verification while ensuring full compliance with internal KYC and AML regulations.
- Oversee daily operational activities ensuring compliance with CBK and KBA standards.
- Manage, record, and reconcile high-volume transactions, encompassing foreign exchange, fund transfers, and account management.
- Facilitate compliance audits, conduct risk reviews, and implement internal controls.
- Assist customers on digital platforms while ensuring secure activation and utilization of mobile/internet banking systems.
Customer Service Officer – Card Department
Prime Bank Ltd – Nairobi HQ
12.2018 - 12.2023
- Resolved escalated customer inquiries and disputes, ensuring prompt resolution and compliance with data integrity policies.
- Coordinated with departments to implement risk mitigation measures on card-related fraud and disputes.
- Facilitated internal and external audits through provision of comprehensive and precise documentation.
- Directed team of 8 in securing top-tier ranking in customer satisfaction metrics across department
- Executed issuance, activation, and account linkage of debit and credit cards according to customer profiling procedures.
Sales & Marketing Representative
Smart Africa Technologies
01.2017 - 05.2018
- Collaborated with stakeholders to advocate tech-driven solutions across various sectors such as education and healthcare.
- Formulated outreach and communication strategies aligned with company objectives.
Research Coordinator
Ipsos Synovate
01.2016 - 12.2016
- Managed data collection and ensured research quality for large-scale field studies across Kenya.
- Executed needs assessments and produced data-driven reports for stakeholders and clients.
Finance Intern
Kenya School of Monetary Studies
05.2015 - 08.2015
- Facilitated reconciliation of financial records, extraction of trial balances, and preparation of documentation for audit review.
- Reviewed expense reports for accuracy, ensuring compliance with company policies and procedures.
Education
Bachelor’s Degree - Business Management (Banking & Finance)
Moi University
Eldoret, Uasin Gishu, Kenya09-2016
Skills
- Regulatory compliance expertise
- Stakeholder communication
- Risk management expertise
- Client registration management
- Performance analysis and reporting
- Exceptional customer service
- Proficient in MS Office applications
- Effective team leadership
- Fraud analysis expertise
- Problem-solving
- Teamwork
- Operational efficiency management
Certification
Certificate in Microsoft Office – St. Joseph College, Nairobi (2012-05)
References
- Angela, Kathurima, Manager, Card Centre, akathurima@gmail.com, +254 711 219 013, Prime Bank Ltd
- Gibson Milimu, , Customer Experience Lead, gibsonmilimu@gmail.com, +254 720 012 480, CIC Insurance Group
- Duncan, Ombeche, Director, dnombeche@gmail.com, +254 711 542 240, Smart Africa Technologies
Timeline
Bank Operations Officer
Prime Bank Ltd – Biashara Branch
01.2024 - Current
Customer Service Officer – Card Department
Prime Bank Ltd – Nairobi HQ
12.2018 - 12.2023
Sales & Marketing Representative
Smart Africa Technologies
01.2017 - 05.2018
Research Coordinator
Ipsos Synovate
01.2016 - 12.2016
Finance Intern
Kenya School of Monetary Studies
05.2015 - 08.2015
Bachelor’s Degree - Business Management (Banking & Finance)
Moi University
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