Lilian Jepkosgei
Customer Relationship Specialist at Absa Bank Kenya PLC- Claim this Profile
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Bio
Credentials
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Cultivating a Growth Mindset
LinkedInJun, 2020- Oct, 2024
Experience
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Absa Bank Kenya PLC
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Banking
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100 - 200 Employee
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Customer Relationship Specialist
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Jan 2018 - Present
• Prospecting and acquiring new business • Driving efficiency, customer experience, digital adoption and operational rigor within the company. • Building and maintaining profitable relationships with key customers. • Overseeing the relationship with customers handled by my team. • Resolving customer complaints quickly and efficiently. • Keeping customers updated on the latest products in order to increase sales. • Meeting with managers in the organization to plan strategically. • Expanding the customer base by upselling and cross-selling. • Understanding key customer individual needs and addressing end to end • Conducting business reviews using CRM programs. • Knowing my competition and strategizing accordingly. • Responsible for customer complaints and queries resolution as per the complaints and queries procedure. • Ensure customer instructions are properly monitored and actioned within the SLA’s. • Responsible for managing company operations processes • Tracking of processed customer instructions to the processing center to ensure the set timeline is met. • Ensure company look and feel is adhered to Show less
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Barclays Bank of Kenya
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Nairobi, Kenya
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Credit Analyst
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Jul 2016 - Jan 2018
• On boarding customers and analysing customer applications through a system called BOC • Analyse account opening applications based on existing policies and procedures to arrive at appropriate decision as to approval/decline. • Making sure that I meet individual targets on account opening, assessment/disbursement of loans and cards authorization. • Ensuring that loans and cards processed are KYC compliant. • Ensuring that accurate data is authorised in the core systems as per the Service Level Agreement • I ensure that all mandates that require screening have been screened as per KYC / Rigour checks. • I ensure turnaround time of 12 hours is observed as per Service Level Agreement • Carrying out call over on details captured on bank systems against physical applications. Show less
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Collections and Recoveries team leader
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Nov 2009 - Sep 2015
•Managing a team of 10 Collection Officers when team leader is on leave to deliver on the set targets •Manage the performance of the team by sharing new ideas and strategies to deliver excellent results•Manage the Mortgage book and High value customers loan book to reduce impairment•Manage the write off and classification of the Bank’s bad debts•Restructure, Amortization and Amalgamation of loans within the risk department•Review and assess debt files to rectify accounts out of order •Manage the banks risk portfolio•Assess training needs (by preparing a Training Needs Assessment ) and prepare an yearly training plan for the team•Conducting an induction process for the new employees within the Bank•Prepare and dispatch demand letters •Lodge Insurance Claims of Deceased and Incapacitated clients Show less
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Senior Sales Representative
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Aug 2006 - Oct 2009
• Prospecting and acquiring new business for the Bank, in terms of Credit card sales• Managed and organized activations for various companies to increase customer base• Acting on the role of the sales Team Leader in all aspects of customer service to deliver maximum customer experience and loyalty scores• Provided a supporting role for a team of over 1500 direct sales team• Training the sales representatives and new entries to the bank on product knowledge.• Capturing and communicating customer feedback on service standards Show less
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Education
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2000 - 2004
Moi University
Bachelor of Arts (B.A.), Mathematics and Economics
Community
