Experience

Absa Bank Kenya PLC

• Banking
• 100 - 200 Employee

• Customer Service Advisor

  • May 2017 - Present

  . Premier/Prestige Teller Thika Branch. First Cashier assisting in ATM management/Repatriation of Cash.. Digital Champion driving the uptake of iATM, Mobile, Internet Banking working together with the Channels team.. Archiving/Records Champion ensuring data is captured correctly the first time. Opening and Updating of account Mandates. Marketing and selling of bank products and services (Giving Leads).. Receiving and paying of local and foreign currencies both local and international.. Carry out assigned snap checks accurately and within the set time frame. Driving Speedy Resolution of customer queries in person, on telephone and mail.ACHIEVEMENTS1. Detecting frauds and stopping them while in Dormancy and SFI department thus saving millions that would have been lost (Approximately 5.9 million).2. Pioneering in formulation of an efficient and faster procedure in the process of reconciliation of internal general ledger accounts, loan a/c closures and credit reversals.3. Key champion in the testing of the new SFI (Standard File Interchange) system for processing bulk payrolls to its role out.4. Acting as a Supervisor on several occasions5. Efficient and effective testing and implementation of the core banking system 6. Was a facilitator in unravelling the book The 4 Disciplines Of Execution 4DX By Chris McChesney.7. Effective customer engagements that led to a score of 75% on NPS and 117% on customer winback8. Marketing and selling of bank products and services (Giving Leads) that lead to an increase in our customer base9. Resolving customer queries within the agreed Service Level Agreements there by increasing our NPS score as outlined earlier i.e. Interacting with Corporate Accountants / Directors during Payroll Processing that lead to quick resolution of payroll hiccups



barclays bank kenya

• Operations Analyst

  • Jun 2013 - May 2017

   Processing government, Corporates and staff payrolls Reconciliation of internal accounts  Team management when required to act in a supervisory role Resolving customer queries both on telephone and mail. Processing of Dormant account claims in line with Central Bank of Kenya Regulations. Processing of RTGS (Real Time Gross Settlement) Payments and Swifts Processing of Salaries, VAT (Value Added Tax) and PAYE (Pay As You Earn) Capturing customers’ data on the system accurately. Processing of fixed deposit transactions

• Operations Officer

  • Aug 2007 - Jun 2013

   Resolving anomalies on the exception reports for loans at LPC.  Vetting and Processing of Loan Offer letters. Reversals of loan credits and closure of loan accounts. Setting up and deletion of standing orders Issuing and Repurchasing of Bankers Payment Cheques. Resolving customer queries both on telephone and mail.