Summary
A thorough and articulate banking and finance professional with experience navigating through the roles accorded to me meticulously and diligently. I can effectively navigate through diverse responsibilities whilst ensuring accountability. I have successfully ensured core functions run effectively to promote business growth. Moreover, I have become a multi-skilled professional where I have led teams to meet company objectives. I am proficient at managing comprehensive review and analysis of business policies and procedures and developing and implementing strategies and solutions that achieve consensus among key stakeholders across organizations through effective communication and management skills. I am an invaluable asset to any institution or organization; hence the reason why I seek the position of Banker at your organization. I am looking to serve the company as I participate in, and also making decisions that are key to ensuring the company's continual growth.
Overview
14
14
years of professional experience
11
11
years of post-secondary education
Work History
Senior Banking, Finance and Customer Service Officer
NCBA Bank Kenya, PLC
4 2018 - Current
- Duties and Responsibilities: Managing operational risk, staff development and performance management and also providing detailed monthly weekly and daily report updates to the senior management
- Effectively managing the departmental expenses to stay within the allocated budget
- Ensuring the implementation of all policies and procedures and compliance with regulatory and policy requirements with regard to the banking environment
- Ensuring effective branch cash management as well as owning the team productivity metrics
- Providing a high level of product and leadership support to representatives and clients
- Customer Service: Addressing negative customer feedback immediately and recommending changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department
- Ensured the branch achieved service excellence by closely monitoring and improving customer service standards, through closely working with the Regional Customer Service Managers
- Ensured excellent customer service and prompt attendance to any customer's complaints
- Finance Roles: Assisting in the budget-making process and during the revision of the same and ensuring safe custody of accountable documents
- Reviewing monthly, quarterly and annual management reports and undertaking monthly variance analysis
- Accepting cash or cheques for deposits and preparing banker's cheques for clients
- Processing Cash Withdrawals and Balancing all cash and cheques in the cash drawer at the end of each shift and keeping the teller drawer within specified limits
- Sorting cash and verifying cheques before processing and maintaining detailed records of all transactions following the bank's policies
- Ensuring all accounting data is properly recorded and safeguarded and also ensuring processing of all payments including preparing vouchers and requisitions and ensured all invoices were correct and authorized before payment was initiated
- Contacting Customers regarding Invoicing Issues, Payment Problems and discrepancies and expertly handled Accounts, Payments and Refunds.
Customer Service Officer
NIC Bank Kenya, PLC
10.2015 - 01.2018
- Duties and Responsibilities: Improved service quality and increased sales by developing a strong knowledge of the company's products and services
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Developed rapport with the customer base by handling difficult issues with professionalism
- Generated and distributed daily reports and order acknowledgments to appropriate personnel
- Ensured the adequate manning of front office positions and ensuring proper cash management of ATM and the tellers and also handled daily vault reconciliations
- Other Roles: The Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost
- Linked sales and service and embedded customer service culture as the bedrock to grow the balance sheet
- Contributed to the ability of staff to meet performance objectives by providing day-to-day supervision, training and support and leading performance processes following the company's policies and procedures
- Contributed to the development of staff by assisting with the interpretation and implementation of operational policies and procedures
- Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality
- Contributed to the flow of staff communications, by conducting regular staff meetings - morning huddles and weekly progress meetings.
Branch Operations Assistant
NIC Bank Kenya, PLC
12.2011 - 09.2015
- Duties and Responsibilities: Opened new customer accounts, including checking, savings and loans and money market accounts
- Processed sales referrals and promoted bank services and products, resulting in branch sales increase
- Balanced daily cash deposits and bank vault inventory with a zero error rate and processed cash withdrawals and cash deposits
- Trained employees on cash drawer operation and Adhered to NIC BANK KENYA PLC security and audit procedures
- Examined cheques for identification and endorsement and maintained the confidentiality of bank records and client information
- Directed specific questions to appropriate branch personnel and delivered prompt, accurate and excellent customer service.
Intern
NIC Bank Ltd
02.2010 - 05.2010
- Prepared financial reports at the branch level and also monitored the daily reconciliation of customer tools.
Education
MBA - Strategic Management
04.2019 - Current
MSc Postgraduate Diploma - undefined
01.2010 - 04.2011
IBA Finance - undefined
01.2006 - 04.2010
Skills
Banking skills: An expert in handling banking procedures for example; customer service: retail management; digital banking; business banking and personal banking with the capacity to sell financial products
Portfolio Management: Generated new business by ensuring quality standards of customer experience and management of client relationships hence attracting, retaining and growing the wallet share
Relationship Management: Competent in working with clients to help them make the right decisions with their accounts and explaining the financial services on offer to them also identifying possible sales opportunities and generation of new business for the company
Credit Analysis: I have successfully handled the collection of debts on all over-limit accounts, processing limit reviews on customer requests, analyzing the loan book in terms of credit risk exposures management of credit risks through analysis
Financial skills: I have gained substantial skillset in financial matters such as financial accounting, financial reporting, monitoring expenditures, budget preparation and planning and performing cash flow forecasting
Customer Relations: Adept with managing customer service operations and providing proactive customer engagement through reviewing customer issues and proactively recommending solutions tailored to suit their needs
Leadership Skills: The positions I have held have seen me hone my leadership skills where I have trained, mentored and managed staff performance to increase productivity I have also excelled in handling the recruitment of staff
Communications: Efficient in interacting well with clients clearly and concisely, expressing ideas accurately and ensuring professional communication is maintained with customers
ICT/Computer Skills: Proficient in handling the MS Office suite, Internet and Email
References
- Janet Chepkorir, Business Manager, NCBA Bank PLC, +254 732 141 413 / +254 721 484 578, Janet.Chepkorir@ncbagroup.com
- Dennis Nyakoiro, Branch Operations Manager, NCBA Bank Kenya, +254 725 630 248 / +254 732 141 712
Timeline
USIU-AFRICA - MBA, Strategic Management
04.2019 - Current
Customer Service Officer - NIC Bank Kenya, PLC
10.2015 - 01.2018
Branch Operations Assistant - NIC Bank Kenya, PLC
12.2011 - 09.2015
Intern - NIC Bank Ltd
02.2010 - 05.2010
Coventry University - MSc Postgraduate Diploma,
01.2010 - 04.2011
USIU-AFRICA - IBA Finance,
01.2006 - 04.2010
Senior Banking, Finance and Customer Service Officer - NCBA Bank Kenya, PLC
4 2018 - Current