Credit Officer Customer Service

John Ndungu Gachara Mburu

P.O Box ****-***** Eldoret, Kenya

Mobile no: +254-***-***-*** Email: ***************@*****.***

Personal Profile

I am a highly motivated individual with 11 years’ of working experience in the banking sector, having graduated with a Bachelors of Business Management (Finance & Banking Option).I am self-driven, ambitious, innovative, analytical, a fast learner, and pride myself as a true team player with good interpersonal skills. I possess a great desire and drive to prosper in all work that I venture into. I strongly believe in honesty and integrity and I am very reliable. I have also acquired a high degree of versatility, endurance and experience in my professional work having worked in the Banking sector from the Customer service and sales in Micro Lending to SME level of lending and in position to management level. I desire to work within a challenging and rewarding environment, which will give me an opportunity to utilize my acquired skills, apply my academic knowledge that leads to both personal and organizational growth to international standards.

Education

2003 -2007- Moi University, Bachelor’s degree in Banking and Finance

Skills / Abilities

Relationship Marketing - Develop and nurture trusting relations with internal and external clients through proactive communication and the effective management of expectations and delivery of superior customer service and fast and efficient loan processing.

Revenue generation - Ensure the attainment of Individual and Team revenue targets.

Operations/Administrative Skills- Ability to understand and apply guidelines, system updates and revisions, and policy changes that apply in the banking industry.

Analytical Skills- Recognizes areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation.

Forecasting skills - Ability to know what is coming next and have a plan to execute.

Sales skills – Ability to create demand, market products and generate revenue.

Communication skills – Ability to communicate well with prospective customers, current customers, and managers.

Customer Service Skills - I quickly understand and interpret customers' needs and wants and able to remain calm, courteous and respectful at all times

Reporting Skills- I have the ability to prepare statistical and written reports. This is a skill that I have developed through my work experience and career progression.

ICT Competence- Good command of Microsoft Office tools, word processing, data handling and processing, presentation, and internet.

Coaching -Coaching the other staff to be able to handle high end clients hence creating a seamless reliever whenever one is to take up a certain role as business demands.

Work Experience.

1.Argead Dynasty,(Canada)

June 2021 to date

Sales representative ACRO CRM (Fully Remote)

2.Wise Commercial Lending LLC(USA)

May 2021 to date

Sales, Marketing and Loan Generator (Independent Contractor)Fully Remote)

3.May 2016-To 2019: Bank of Africa

Designation: Retail Officer

Immediate Supervisor: Branch Manager

Main Roles:

Bank of Africa-Retail Officer

Developing and implementing sales plans/Marketing activities in line with meeting client’s needs and offering excellent customer service.

Identifying and evaluating potential customers’ financial needs and offering financial solutions. (Relationship Marketing)

Identifying customer credit worthiness and preparing SME credit proposals in compliance with the Bank’s credit and lending policy.

Maintaining existing client relationships and managing client expectations

Identifying opportunities for selling and cross-selling of bank products

Managing Retail, SME and corporate accounts and loan and ensuring the clients receive high standard of customer service.

Work Experience

December 2013 to 2016 May

Working as: ASSISTANT RELATIONSHIP MANAGER (SME)

Responsibilities:

Relationship Marketing - Develop and nurture trusting relations with internal and external clients through proactive communication and the effective management of expectations and delivery of superior customer service and fast and efficient loan processing.

Small medium enterprise (SME) appraisals for different businesses and sectors. Asset Finance, Mortgage and Business loans/Overdrafts

Debt Management on assigned debtor’s portfolio.

Reconciliation of the customers’ accounts periodically to ensure prompt payments

Constant follow ups of client’s progress of the businesses and projects to ensure solid relationships are created.

Revenue generation - Ensure the attainment of Banks revenue targets as per my sector.

Cost Control-Ensure operational expenses are kept within the assigned budget

Regular forums with the SMEs to create an avenue where they can share their views on different aspects that affect their individual business.

Ensure those customers who have payment plans are not affected by the collection plans.

Recommend and prepare the accounts to be handled over to debt collection

Coaching -Coaching the other staff to be able to handle high end clients hence creating a seamless reliever whenever one is to take up a certain role as business demands.

Reporting & documentation -Accurate and timely preparation of reports for submission as business may require

Achievements

The best Asst. Relationship Manager SME in the entire Bank 2013

December 2007 –2013 Equity Bank (K) Ltd

Worked as: MICRO CREDIT OFFICER

Responsibilities:

Micro loans sales, marketing, and appraisals for different businesses and sectors.

Reconciliation of the customers’ accounts periodically to ensure prompt payments

Ensure that collection plans milestones affect only unpaid accounts.

Ensure that customer who have payment plans are not affected by the collection plans Recommend and prepare the accounts to be handled over to debt collection

Customer satisfaction - Provision of excellent customer services.

Referees

Available on request

Contact this candidate