Management Customer

LUCY N. KIMANI

***** *. ******** *** ********, AZ 85395, Cell 623-***-****, Home 480-***-****

***********@*****.***

Summary

A self-driven banking professional with over 7 years’ experience in credit and collections, who

possesses expertise in Credit Risk Management, Collections and Debt Recovery with a proven track

record of delivering results through well-developed negotiation, communication, team management

and customer relationship management skills, Seeking opportunities in small, medium and large banks

or financial institutions in roles ranging from customer relationship management, credit risk

management, debt recoveries, collections and compliance.

Key Achievements

Successfully reduced the loan debt default rate by 80%

Demonstrated business acumen by achieving low cost high return in Tele-collection.

Achieved good customer relationship while working in Barclaycard Front Office

Shared best work practices with the team members to help them improve on their performance.

Fostering team work and chairing meetings and planning team away days such as team lunch.

A volunteer Community champion for the team responsible to mobilize the team for

community activities and projects

Key Skills

Computer Savvy: Microsoft suite, Strong Communication Skills, Team Management Skills,

Numeracy and Analytical skills

Lotus Notes & Internet Multitasking & Organizational Skills

Customer Relationship,

Loan Manager Focus on Accuracy & Deliverables

Management Skills, Credit Risk

Precise with Rules & Regulations Recoveries and Collections

Analysis, FLEX-CUBE SYSTEM.

Excellent Interpersonal Skills Negations skills,

Experience

BARCLAYS BANK PLC, NAIROBI, KENYA January 2012 –April 2013

Loan Manger-Team Leader-Administration Support

Led a team of 8 people in reviewing daily and monthly reports for the collections and

recoveries team.

Identified training needs among the team members and recommended training to improve on

performance.

Received accounts recommended for classification and re-streaming and reviewed them abased

on policy and set guidelines.

Maintained a leave log for the employees within the department and kept track to ensure it was

adhered to.

Worked closely with both internal and external lawyers working on the secured portfolio to

ensure they were paid their commissions in good time.

Worked closely with external agencies to ensure the set targets were met and that they are paid

their commission in good time.

Ensured a smooth running of business by ensuring stationary and tea were provided to staff

members in good time

BARCLAYS BANK PLC, NAIROBI, KENYA January 2009-Dec 2011

Recoveries Officer and Customer advisor (Supervisor)

Ensured that all the accounts due for classification were allocated of to the team and all the

appropriate actions were applied.

Conducted Management Checks to ensure policy was adhered to.

Lead a front office at credit card collections which involved face to face negotiations with

customers.

Fast response to customer queries and complaints within service level agreements.

Ensured 100% of all customer complaints are monitored, trends and root causes identified and

addressed at source to prevent recurrence

BARCLAYS BANK PLC, NAIROBI, KENYA May 2006 –Dec 2008

Collections Clerk

Monitored accounts in portfolio on daily basis and took appropriate action to ensure that the

accounts stayed within agreed limits through the application of sound credit judgments within

pre-determined broad policy guidelines

Reviewed all relevant monthly reports in respect of the allocated portfolio of accounts and took

appropriate action in line with guidelines.

Received, analysed and made decisions on requests for restructuring of existing loan facilities

within pre-determined parameters and guidelines.

Recommended accounts within my own portfolio that met agreed criteria to the Administration

Team for ‘classification’ or ‘write off’

Education

UNIVERSITY of NAIROBI, NAIROBI, KENYA 2005

Bachelor of Commerce (Management Science)

Certificates

Supervisory skills Barclays Bank in-house 2011

Presentation skills Barclays Bank in-house 2011

Flexi-cube System Training Barclays Bank in-house 2010

Leadership Edge Barclays Bank in-house 2008

Performance Development Barclays Bank in-house 2008

Debt Collection & Risk Management Skills Manpower 2006

Negotiation Skills British Council 2006

Havelock Muriuki & Raval Advoc-

Legal Awareness (Negotiating Contracts) ates 2006

Computer Driving Licensee

Kenya Certificate of Secondary Education

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