PETER THAIRU MWANGI
KITALE
Summary
Looking to secure a position in an organization where I can bring immediate and strategic value and develop my current skill-set further; to make a positive impact on the institution.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
16
16
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Customer Service Fraud Analyst
Social Discovery Group -ECOM Services Limited
03.2021 - Current
- Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Evaluated the effectiveness of current fraud prevention measures, recommending enhancements as necessary based on findings from thorough risk assessments.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Implemented robust authentication processes that significantly reduced instances of identity theft within the organization's client base.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact..
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Improved overall efficiency in fraud analysis by streamlining processes and optimizing tools used for data analysis.
- Customer checking.
- Photo moderation and profile checking.
- Solving and replying to report abuse cases.
- Taking appropriate action on non-compliant customers.
- Escalating customer complaints to relevant department.
- Replying to live chat (Zendesk).
Bank Clerk
KCB BANK KENYA LIMITED
01.2020 - 01.2021
- Promoted increased use of online banking tools with thorough explanation and demonstration for customers.
- Participated in regular staff meetings to stay informed about changes in policies or processes affecting daily operations.
- Collaborated with team members to achieve branch goals while maintaining high levels of customer service.
- Assisted in training new employees on bank procedures, enhancing overall efficiency within the team.
- Processed new account openings efficiently, ensuring all necessary documentation was completed accurately.
- Assisted customers with account management, resulting in improved financial planning and decision making.
- Provided backup support to other bank clerks during peak hours or staff absences to ensure seamless service delivery.
- Supported a welcoming environment by promptly addressing customer inquiries and concerns.
- Identified potential fraudulent activities through vigilant monitoring of accounts and reporting suspicious transactions promptly.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Connecting customers to mobile and internet banking.
- Opening Pay bill, Till number and Lipa Karo for KCB customers.
- Support and maintain an excellent work environment to achieve demanding targets.
- Developed positive relationships with customers, fostering loyalty and trust in the bank''s services.
- Increased customer satisfaction by providing efficient and accurate transaction processing.
- Contributed to branch growth with exceptional cross-selling of bank products and services.
Relationship Officer
4TH GENERATION CAPITAL
03.2018 - 12.2019
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Improved loan processing efficiency by streamlining application procedures and documentation requirements.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Collaborated with underwriters to expedite loan approvals and close deals in a timely manner.
- Ensured compliance with all state regulations throughout the loan origination process.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Maintained an extensive knowledge of current market trends and industry changes to provide accurate advice to clients.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Negotiated favorable loan terms with borrowers, increasing overall profitability for the company.
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of microfinance records and client information.
- Utilized risk management strategies to attain high loan approval rates.
- Developed strong relationships with customers through high levels of customer service.
- Developed and implemented marketing campaigns to attract new customers.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
Education
Certificate in Statistical Application -
Kenya Institute of Professional Study
Nairobi, 30 01.2019 - 05.2019
Bachelor of Science - Science Laboratory Technology
The Technical University of Kenya
Nairobi, 30 01.2013 - 04.2017
Some College (No Degree) -
Progressive Computer College
Kitale, 42 01.2013 - 05.2013
KCSE Certificate -
St. Joseph Boys High School
Kitale, 42 01.2009 - 04.2012
KCPE Certificate -
Legacy School
Kitale, 42 01.2001 - 04.2008
Skills
Certification
Effective Credit Conversation
References
- Denis Nyaga, 4TH GENERATION CAPITAL, dnyaga95@gmail.com, 0719371191
- Mr. Aquinas Barasa, 4TH GENERATION CAPITAL, aquinasbarasa@yahoo.com, 0718074706
- Mr. Newton Langat, KCB BANK KENYA LIMITED, nlangat@kcbgroup.com, 0726396023
Timeline
Customer Service Fraud Analyst
Social Discovery Group -ECOM Services Limited
03.2021 - Current
Bank Clerk
KCB BANK KENYA LIMITED
01.2020 - 01.2021
Certificate in Statistical Application -
Kenya Institute of Professional Study
01.2019 - 05.2019
Relationship Officer
4TH GENERATION CAPITAL
03.2018 - 12.2019
Bachelor of Science - Science Laboratory Technology
The Technical University of Kenya
01.2013 - 04.2017
Some College (No Degree) -
Progressive Computer College
01.2013 - 05.2013
KCSE Certificate -
St. Joseph Boys High School
01.2009 - 04.2012
KCPE Certificate -
Legacy School
01.2001 - 04.2008
Effective Credit Conversation
Customer Service
Building Small Business Acumen
Retail Conversation skills Curriculum; Creating Customer Connection
Similar Profiles
Ilya BukhmatovIlya Bukhmatov
Partnerships Manager, Content Manager at Social Discovery GroupPartnerships Manager, Content Manager at Social Discovery Group
GLORIA K KISYULAGLORIA K KISYULA
Trust & Safety Quality and Performance Supervisor at Social Discovery GroupTrust & Safety Quality and Performance Supervisor at Social Discovery Group
Lakeisha SimmonsLakeisha Simmons
Resident Aide at Social Services GroupResident Aide at Social Services Group