Dorcas Kapkiai
Personal Banker at Consolidated Bank Of Kenya Limited- Claim this Profile
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English -
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Kiswahili -
Topline Score
Bio
Credentials
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CPA Section 4
kasnebDec, 2014- Nov, 2024
Experience
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Consolidated Bank Of Kenya Limited
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Financial Services
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200 - 300 Employee
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Personal Banker
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Jun 2019 - Present
● Addressing key client queries and resolving them in an expedited manner, promoting sustainedrevenue growth through client retention, referral generation, and the leveraging of cross-salesopportunities● Implementing quality assurance processes to improve client experience and promote operationalefficiency.● Maintaining a strong working knowledge of products/services and respective marketplaces,including regulatory trends, competitor strategies, product growth, general economic conditions,and other relevant information.● Improving customers’ banking experience by ensuring they are attended to promptly and all theirchallenges are resolved.● Ensuring that all the bank’s policies and procedures, code of conduct and regulatory guidelines arestrictly complied with in the process of discharging duties.● Conduct sales for personal banking and retail banking products, utilize cross-selling techniques tomeet quotas, and deliver exceptional customer service● Participating in marketing and awareness campaigns to develop the customer base.● Ensuring that customers’ confidential information is properly protected and only used for official purposes. Show less
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Contact Center Agent
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May 2016 - May 2019
● Manage customer calls and provide accurate, satisfactory answers to queries and concerns.● Providing support from start to finish to resolve customer inquiries or concerns.● Identify customers’ needs, clarify information, research every issue and provide solutions and/oralternatives.● Interacting with Pesalink services● Monitoring the bank’s Paybill and ATM systems.● Keep records of all conversations in the call center database in a comprehensible way● Championing bank’s campaigns to promote better understanding and engagement with customers. Show less
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Education
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2009 - 2013
Moi University
Bachelor of Business Management, Banking and finance
Community
