Portfolio Analyst

• Aug 2023 - Present

Card Operations Officer

• Nov 2022 - Apr 2023

• Facilitating card onboarding process from ordering to dispatch by acting as a liaison between the bank and card processing vendors to ensure business continuity.• Weekly analysis of all ATM, Point of Sale and ecommerce transactions using Microsoft Excel’s Power Query to assist business teams in strategy setting.• Analyzing and processing of all invoices to card operations vendors.• Assisted in reconciliation of ledgers and resolution of customer card transactions disputes. • Providing support and training to the bank and its customers on all card operations issues –mismatched dispatches, transaction charges. Show less

E-Business Officer

• Jan 2022 - Apr 2023

- Recruiting new and onboarding existing customers on electronic banking products like GAPS and Lipa na M-Pesa.- Using Microsoft Excel to report on digital banking and card transactions.- Spooling of reports for the business teams to aid in the onboarding of their customers on channels - Corporate Credit cards, GAPS, LNM, Cards, GTCollections and GTPay.- Training and providing support to SME, Corporate customers and business teams on cards and E-Business products.- Responsible for marketing and up-selling electronic banking products, credit cards and prepaid cards to the Bank's different customer categories. Show less

Channels Performance Officer

• May 2019 - Jan 2022

- Charged with driving Coop Kwa Jirani agent recruitment in the specific regions/branches as per the laid down standards. Successfully grew the number of agents from 147 in Q4 2020 to 182 in Q3 2021. - On-boarded, Trained and maintained good relations with Coop Kwa Jirani agents and merchants to increase both the number of transactions and their value. - Mobilized deposits for the bank through growth of the number of agent and merchant transactions by 22%, selling insurance and funding of new accounts. - Reduced the dormancy rate from 43% in August 2019 to 14% in November 2021. This resulted into tremendous cost cuts and improved deposit growth. - Pioneered and cross sold motor vehicle insurance covers to both existing and new customers. - Onboarded and cross sold Lipa na M-Pesa and M-collection to SME customers. - Through market research and customer feedback, I actively supported product development and sales initiatives by branch through the identification of potential Coop Kwa Jirani agents and coordinating joint marketing activities and cross-selling E-business products. Show less

Call Center Representative

• Oct 2018 - Mar 2019

- Implemented effective negotiation skills that led to 100.3% achievement of collection targets for October 2018. - Practiced effective listening skills that provided valuable customer feedback to our client about their product. - Collected 24.32% of the defaulted loans portfolio against the average target of 23% in 2 months. - Crowned Employee of the Month in October 2018 and January 2019 for being the top collector. - Recorded all the calls made and provided extra information about each client to enable build a rapport and enhance customer satisfaction. - Handled inbound and outbound calls to and from customers, listening to customers needs and issues and providing helpful solutions to their problems. Show less