Customer Service Officer

Geoffrey O Ambunya

**** * ***** ** *** ****

Omaha Ne 68154

Phone: 402-***-****

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

PROFESSIONAL SUMMARY

** ***** ** *******, ******** service and administration spanning from lending, customer service, sales and marketing products and services, record and documents handling and management. I am a team leader with focus to achieve targets.

Throughout my career, I strive to and have been a professional of high professional qualification imbued with ability to; maintain confidentiality, integrity and high level of code of conduct and professionalism.

I hold a Bachelor of Science degree from the University of Nairobi and Master of Business Administration for Jomo Kenyatta University of Science and Technology.

WORKING EXPERIENCE

October 2020 to June 2022: MAGADI SAVINGS AND CREDIT SOCIETY (SACCO) LTD

Position :FRONT OFFICE (FOSA) Team Leader

Duties and responsibilities

Sales and marketing Sacco products and services.

Cash and cash equivalent management; collecting and paying cash, preparing and collecting checks, managing cash outlet channels including ATM machines, Point of Sale, Mobile money, managing treasury reserve,

Keys and security; handling access keys in compliance with dual control requirement, ensuring Branch sefety through monitoring alarm systems, CCTV, panic systems, smoke and heat sensors.

Daily, weekly and monthly reconciliation; ensuring that till and treasury, ATM machines cash, all E-cash floats and ATM cards for internal audit control

Managing the product portfolio of each line of products and control the cost and profitability of the Sacco.

Maintaining high levels of customer service of all front office functions such as Cash Management, Remittances, drafts, Account opening/ inquiry & maintenance, sales and after sales by efficiently abiding to the process and by reducing customer waiting time and service time.

Promoting high level of customer service culture among the Sacco staffs for potential acquisitions

Attending all audit requirements and strive to have a null /low risk audit rating and ensure that all the Fosa operations are in accordance to the established Sacco’s policies, operating manuals, service quality standards and code of conduct for smooth workflow, high service quality, and low level of operational risk and report any deviation to the management.

Maintaining a low risk level of cash difference by following diligently the process set by maintaining detailed accounting records of daily cash flow as well as regular review of daily MIS reports, checking notes, denominations & security items in order to ensure accurate delivery of cash to customers.

Monitoring continuously customer complaints recommend necessary measures and initiatives to improve customer satisfaction

Ensuring high level of safety & security measures are in place as well as to maintain a proper communication with the police/security department whenever it is required.

Leading Fosa projects and support the launch of new products and services as per the business development plan.

Negotiating on behalf of the Sacco to achieve the best for the institution and that which gives value to the customer.

March 2019 to October 2020: MAGADI SACCO SOCIETY LTD

Position : Credit team Leader

Duties and responsibilities

Credit Lending

1.Process loan applications in line with the laid down credit policy; customer appraisal, document collection, data captured in the system and disbursement.

2.Credit analysis; proper loan documentation, analyze loan merit, risk credit analysis based on market trends and loan demand, analyze security margins and analyze client borrowing behavior.

3.Loan recommendation; recommend meriting loans for approval, review other recommendations and observe approval limits

4.Preparation of credit files for credit committee meetings

5.Communicate loan verdict to members and offer alternative in cases of decline

6.Work with finance department to ensure approved loans are dully disbursed

7.Prepare monthly disbursement report for presentation to board of directors

8.Post disbursement follow up, loan collection and recoveries and security disposal through relevant service providers

Compliance

1.Ensure compliance to policies and procedures are adhered to

2.Ensure loan margins, security margins and approval margins are adhered to

3.Offering regular trainings on AML, emerging policy requirements, regulator guidelines, KYC checks

4.Ensuring insurance report is shared with providers on time and all related fees and commissions are collected

Credit Administration and Leadership

1.Marketing Sacco products and onboarding new members

2.Continuous review of products and development of new ones responsive to member needs

3.Registration of new membership and maintain an up to date member register

4.Ensure security perfection process is done before drawdown

5.Safe custody of contracts, perfection of securities and discharge, variation of terms based on relevant approvals

6.Offer team leadership

7.Offer guidance to board of directors on regulatory requirements, strategy formulation and implementation and inform on emerging business trends

8.Setting up of staff targets, reviewing them and handling any disciplinary issues as guided by HR policy

9.Preparation of credit insurance premiums and ensure timely submissions

10.Represent the Sacco on specific delegated occasions

October 2017 to February 2019: DARAJA MICROFINANCE BANK LTD

Position : Credit Manager

Duties and responsibilities

Credit analysis

1)Analysis of merit of loan request within credit policy

2)Presenting loan application to Board of Directors for review

3)Ensure full documentation, completeness of application and correctness of offer letters within terms and conditions of BCC, HOCC or Board recommendation

4)Ensuring statutory one third rule is adhered to and business is not overcommitted.

5)Member of HOCC and credit committee.

6)Ensure security margins are met and fully charged before drawdown

Credit administration

1)Managing the daily administration for loan documentation in full compliance with the internal standards and external regulatory requirements

2)Review loan documents; ensure completeness as per the company policy and procedures with respect to amount of finance,terms and conditions, borrower’s borrowing mandate, authorized signatory etc. and liaise with internal and external parties to ensure proper and efficient administration duties

3)Conduct periodical review on loan administration policy and procedures to streamline workflow

4)Control the recording, deposit, withdrawal and safety of the security documents

5)Control the recording, deposit, withdrawal and safety of the security documents

6)Generate, review and maintain loan disbursement reports for presentation to credit committees, and provide monthly reports on the same, in accordance to the credit policy and guidelines.

7)Responsible for collateral valuation, collateral monitoring and collaterals monitoring and reconciliation with original documents, weekly monitoring of any pledged shares value to ensure compliance of coverage ratio and advise Corporate Credit to request top up in case of depreciation of pledge share price.

8)Ensuring post disbursement compliance with approved terms and conditions, assignment of rights, review expiry of credits, progress payment insurance, post fact mortgage

9)Review daily system credit monitoring and management reports and identify non performing accounts with irregularities and proactively follow-up to ensure corrective action taken in line with credit policy.

Delinquency management

1)Monitoring daily staff performance through analysis and availing of relevant reports for daily, weekly and monthly collection effort.

2)Ensuring early debt management is done to mitigate loan delinquency.

3)Monitor all irregularities, past dues, documentation deficiencies and report to senior management.

4)Ensure delinquent clients are issued with relevant demands on time and instructions for repossession are issued in compliance with law.

5)Monitoring and evaluation performance of debt collectors and auctioneers to ensure they work within service level agreement in compliance with the legal framework.

6)Engage delinquent clients regularly; work with motor vehicle tracking companies and insurance companies to ensure interest noted is in force.

7)Visit delinquent client to renegotiate terms based on ability analysis, have collections done, work with guarantors in collection and referees.

Relationship management

1)Building a strong team in performance management and compliance.

2)Engaging other departments within the bank to support business through persuasion, integration across-board KPIs, give a ways and other strategies for business growth

3)Work with CRB in listing, deletion and updating of customer information

4)Do all credit related correspondences to CBK, AMFI, external auditors and other regulators and players

5)Onboard consumer relationships through signing up of MOUs, booking of loans on check-off and mobilizing deposits.

6)Follow-up on relationships for new loans, top-up and take-overs

7)Recruitment and managing relationship with external support groups including debt collectors, auctioneers, lawyers, land and motor vehicle valuers, asset tracking companies, CRB teams, surveyors

November 2014 to October 2017 EQUITY BANK (K) LIMITED

Position : Branch Credit Administrator

Duties and responsibilities

1)Deputy to branch credit manager, a leadership role with a focus on building a strong team, offering direction and mentorship in line with focus of the bank.

2)Growth of a quality asset portfolio through regular marketing, offering quality customer service and building a customer focused team, mitigating risk and having early arrears management strategies adhered to.

3)Ensuring loan recoveries are timely done, demand notices and instructions are issued, auctions are done in time and all recovery bills are settled within service level agreement.

4)Enforcing compliance to policies and procedures and supporting bank’s internal control systems that include audit, compliance and enforcement.

5)Supporting the team to keenly follow the external regulatory requirements in their day to day roles.

6)Extraction, management and dissemination of high quality data to staff and various business units within the standard integrity levels.

7)Planning credit programs, flow of activities and sharing of roles among credit members.

8)Daily monitoring of loans performance and mitigation of risk that could lead to default due to system error.

August 2009 to Nov 2014 EQUITY BANK (K) LIMITED

Position : Relationship officer Credit

Duties and responsibilities

1.Management of branch customer service desk.

2.Support laying branch credit strategy in portfolio growth and management, implementing and monitoring the progress for recommendation.

3.Growth and management of credit facilities including consumer products, SME, Individual and group micro products, asset finance, credit cards and automated products.

4.Foster a good link between the head office and other support teams and the branch.

5.Manage customer service and all correspondences to ensure fast service within the service level agreement.

6.Asset portfolio management; minimize slippages, collection of delinquent loans, timely preparation and delivery of demand notices, work with auctioneers and debt collectors and daily monitoring of loan book.

7.Support in training on policies and procedures, cascading on new product and service changes.

8.Actively look for new markets through strategic marketing and creation of new business.

9.Worked as a Technical Field Officer managing and supporting all branch information systems related challenges.

Nov 2008 to Aug 2009 EQUITY BANK LIMITED

Position : Relationship officer- Operations

Duties and responsibilities

Performing teller roles

Alternate Business channels officer

Account opening officer

Customer service officer

Support in enforcing internal control systems.

Jan 2007- Nov 2008 BARCLAYS BANK OF KENYA (Absa Group)

Position : Direct Sales Representative

Duties and responsibilities

Sales of Loans, Credit cards and Accounts

Relationship management

Generation of referrals and business leads.

Customer service officer

PROFESSIONAL QUALIFICATIONS

Professional and Academic Qualifications

Year 2018

Jomo Kenyatta University of Agriculture and Technology

Masters of Business Administration -Major in Strategic Management.

Year 2006

The University of Nairobi

Bachelor Degree in science, physics (Electronics & Microprocessor)

Computer Literacy

Institute of Advanced Technology (IAT), Microsoft office proficiency

Finacle core banking system

Orbit-R core banking system

Navision Banking system

Basic Education

1997-2000 St Pauls Emulakha Secondary School, Kenya Certificate of Secondary Education Mean Grade B (Plain)

1989-1996 Bushili Primary School, Kenya Certificate of Primary Education

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