Priscilla Kariuki

In my current role, I am responsible for orchestrating and executing a comprehensive rollout plan for Bank Agents. I lead efforts to cultivate a sustainable agent network across multiple branches, overseeing project delivery related to Agency Banking. I play a pivotal role in stakeholder management, ensuring that Bank Agents receive all necessary supplies and merchandise, maintaining a 100% fulfillment rate. As the main point of contact for Agent concerns, I prioritize delivering high-quality service through effective oversight of Bank agents. My role extends to overseeing the training and advancement of an exceptional Agency banking network. I am also engaged in revenue and business analytics report preparation, fostering strategic partnerships for Bank growth, scheduling targeted agent promotion campaigns, and liaising with the Central Bank of Kenya on PG 15 Compliance. Additionally, I manage vital operational tasks such as posting float requests, handling M-pesa shortcodes, and coordinating fund transfers to Safaricom through RTGS. I ensure accuracy by verifying the completeness of float request forms, confirming branch balance reconciliation on the M-pesa portal and T24 systems, and posting requests accordingly. Furthermore, I am involved in initiating till reversal requests on both the Mpesa portal and T24 systems, streamlining operations for optimal efficiency.

In this role, I played a pivotal role in ensuring the integrity of account opening processes and maintaining compliance with KYC and AML regulations. I was responsible for verifying and authorizing new account openings, meticulously reviewing Account Opening Forms to prevent fraudulent activities and operational losses. I demonstrated resource management skills by consistently adhering to KYC and AML guidelines throughout the account initiation process, and proactively monitored accounts across various branches. Additionally, I supported the AML-KYC function during account opening, effectively mitigating money laundering risks and ensuring alignment with AML and KYC policies. My contributions extended to training frontline staff, enforcing strict adherence to the bank's AML policy and KYC procedures, ensuring comprehensive customer assessment prior to business acceptance. This role allowed me to cultivate a strong sense of responsibility and a keen eye for detail, while contributing significantly to the bank's regulatory compliance and risk management efforts.

In my previous role, I efficiently managed inbound and outbound calls, addressing customer inquiries and concerns. I excelled in resolving customer complaints, proactively identifying and escalating issues to relevant departments, while also offering comprehensive product and service information to ensure exceptional customer experiences.