Compliance Officer Customer Service

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Jared Otieno Nyambok

Banker/customer service executive/teller

Address *****, ******* *****

Phone 071*-***-***

E-mail *****.*******@*****.***

I am a self-driven, assertive, and highly motivated individual with extensive experience in result- based processes and a strong focus on achieving excellence. Endowed with exceptional people skills, I believe in sharing best practices and providing clear direction at every opportunity. I strongly value integrity, honesty, and stewardship, which guide my approach to both personal and professional endeavors. As a gradual and steady improver, I am passionate about continuous growth and determined to succeed, consistently exceeding agreed performance targets and objectives. My ability to work effectively in team environments, combined with my value-based approach, has led to key achievements such as improving team productivity by 20%, achieving 95% customer satisfaction rates, and exceeding sales targets by 15%. I am committed to driving results, fostering teamwork, and delivering excellence in every role I undertake, and I aim to contribute to an organization that values innovation, integrity, and sustainable growth. Work History

Currently:TRANSPORT OPERATIONS MANAGER

BUNDA EXPRESS

Oversee and coordinate drivers and conductors daily routine. Prepare duty rosters and ensure full coverage of shifts. Document and report incidents accurately and promptly. Conduct security briefings and train drivers and conductors on protocols, emergency response, and customer service.

Ensure staff understand post orders and standard operating procedures (SOPs) Submit daily, weekly, and incident reports to management Respond to client inquiries, complaints, or service issues promptl Address operational issues as they arise and escalate complex problems when necessary.

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Jan 2021 -

Jun 2023

UNIVERSAL BANKER

ABSA BANK OF KENYA, Mombasa

Managed a portfolio of over Kes10 million, optimizing investments and ensuring an average 15% annual growth.

Increased forex sales by 25% year-over-year, securing the Best in Forex Trading award in 2021, 2022, and 2023 (by May).

Processed over Kes 5 million in transactions monthly, ensuring 100%

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compliance with financial regulations and minimizing errors.

Trained and mentored 15 junior staff members, improving processing efficiency by 30% and reducing system errors by 20%.

Managed relationships with 50+ high-profile clients, achieving a 95% client retention rate and increasing managed assets by Kes 2 million.

Authorized teller transactions up to Kes 500,000, reducing approval bottlenecks and improving transaction efficiency by 40%.

Awarded Best in Portfolio Management (2021, 2022) for increasing asset value by 20% and exceeding revenue targets.

Recognized for Best Customer Service (2021, 2022) after achieving a 98% client satisfaction score and reducing complaint resolution time by 50%. Feb 2016–

DEC 2020

RETAIL SUPPORT COMPLIANCE OFFICER

BARCLAYS BANK OF KENYA, Mombasa

Assessed the accuracy of loans, accounts, card applications, and customer instructions before logging them into Sybrin, achieving a 97% accuracy rate and ensuring seamless transitions to processing centers.

Logged 100+ customer instructions and applications daily (loans, cards, and accounts) via Sybrin, maintaining 100% compliance with regulatory standards.

Trained and updated branch staff on compliance-related issues during morning huddles, improving team awareness and reducing compliance errors by 15%.

Monitored and updated the team on branch performance and compliance through weekly accuracy MI reports, contributing to a 10% improvement in overall branch compliance.

Relayed sales team productivity metrics to the regional office daily, ensuring transparency and alignment with organizational goals.

Provided feedback on KYC, compliance, and accuracy to the sales team, team leaders, and retail manager, fostering a culture of continuous improvement.

Recognized as Best in Country for Retail Support Compliance (2018) for maintaining exceptional standards and achieving 97%+ accuracy levels.

Awarded Best Team Leader (2018/2019) and Best Customer Service Champion (2018/2019) for outstanding leadership and customer service excellence.

Jan 2013 -

Dec 2016

VAULT/ATM CUSTODIAN/CASHIER/CUSTOMER ADVISOR/ENQURIES /BULK TELLER

BARCLAYS BANK OF KENYA, Mombasa

Managed the vault and cash supplies across 10+ tills, ensuring 100% accuracy in cash handling and maintaining compliance with bank policies.

Monitored cash levels held by cashiers and in the vault throughout the day, ensuring they remained within authorized limits and reducing discrepancies by 15%.

Conducted daily reconciliation of the branch's total cash, escalating issues to the branch officer and achieving a 99% accuracy rate in reporting.

Received and paid cash to 20+ cashiers daily, ensuring seamless

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transactions and maintaining zero losses throughout my tenure.

Balanced and replenished 5+ ATMs daily, resolving 100% of ATM- related queries within the required timeframe and ensuring uninterrupted service.

Controlled and issued control stationery from bulk to working stock, improving inventory management and reducing waste by 10%.

Evacuated excess cash from tellers and repatriated it to the distribution center, ensuring zero fraud cases and no losses during the process.

Resolved customer disputes related to ATM withdrawals and transactions, achieving a 95% customer satisfaction rate.

Rated Outstanding in 2013 for exceptional performance in cash management, ATM operations, and customer service.

Resolved 50+ daily queries from walk-in customers, achieving a 95% resolution rate and ensuring high customer satisfaction.

Issued account items (debit/credit cards, checkbooks, CCV) to 100+ customers monthly, adhering to bank procedures and maintaining 100% accuracy in identity verification.

Updated customer account demographics (addresses, contact numbers, signatures, standing orders) for 200+ accounts monthly, ensuring accurate and up-to-date records.

Processed RTGS payments, cash/cheque deposits, and customer instructions (fund transfers, bill payments) with 99% accuracy, reducing processing errors by 10%.

Managed queue systems, serving customers within set time standards and improving branch efficiency by 15%.

Jan 2007 -

Jan 2013

DIRECT SALES REPRESENTATIVE

BARCLAYS BANK OF KENYA, TAVETA

Identified sales leads by engaging customers and understanding their needs, resulting in a 20% increase in cross-selling opportunities for loans, accounts, and credit cards.

Logged and resolved 100+ customer queries and complaints in the BOC system, ensuring 100% compliance with SLAs and maintaining a 90% customer satisfaction rate.

Conducted care calls to 50+ customers weekly, ensuring satisfaction with services and products, and increasing customer retention by 10%.

Engaged customers to place them into the correct segments, improving targeted marketing efforts and contributing to a 15% increase in product uptake.

Selling of loans, credit cards and other related scored and non-scored bank products to retail customers.

Making care calls and on boarding calls to both existing and new to bank customers respectively.

Building relationship with both internal service providers and branch staff to ensure a quick turnaround time of queries resolution and leads and referrals from non sales staffs.

Owning and managing customers to meet there expectations’ towards practicing TCF.

Completing account opening, credit card and even loan applications Achievements:

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- Acquired sound selling and relationship management skills.

- Best in selling asset finance in the cluster

- Best ever asset sales person of the branch all times

- The most consistent performer

- The best company champion

- A great team player in customer service(Branch winning Eagle Award for the Team on Customer service)

- Being a veteran and the person who opened the branch I have managed to create great relationship with our customers.

- Awarded certificate of excellence by achieving 180% on paa juu campaign (2012) and a second runner up in coast cluster.

- Also awarded certificate of recognition for the year 2012 as the best highest performing asset sales person of the year.

Jan 2004 -

Sep 2007

SUPERVISOR

UMOJA RUBBER COMPANY LIMITED, Mombasa

Supervised and enforced 100% compliance with operational controls and industry standards, minimizing errors and ensuring regulatory adherence.

Maintained production quality at 98%+ accuracy, delivering all products within the expected timeframe and exceeding client expectations.

Led production teams to achieve 100% of daily targets, increasing overall efficiency by 20% year-over-year.

Managed end-to-end department activities, ensuring smooth workflow, optimizing resource allocation, and reducing delays by 30%.

Reported key performance insights, challenges, and achievements to top management, leading to strategic improvements and cost savings of 15%.

Set and adjusted sales targets based on workforce capacity, optimizing production output and boosting revenue by 25%.

Education

Jan 2003 Diploma: Sales and Marketing

Mombasa Polytechnic University College - Mombasa

Jan 2002 Advanced Certificate: sales and Marketing Mombasa Polytechnic University College - Mombasa

Jan 2001 Certificate: Sales and Marketing

Mombasa Polytechnic University College

Jan 1999 K.C.S.E

Boro Secondary School - Siaya

Jan 1994 K.C.P.E

Frère Town Primary School - Kisauni

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Skills

strong interpersonal skills

excellent communications skills

Good computer skills

planning and time management

Transaction processing

Insurance products

Financial planning

Customer needs assessment

Key Skills

Strong interpersonal skills

Excellent communication skills

Good computer skills

Planning and time management

Personal Information

Date of Birth: 07/26/81

Marital Status: Married

Trainings Attended

I. Barclays Bank Induction Training: Two weeks induction training at the Baobab resort Hotel 2007

II. Barclays Bank Sales and Marketing Training : Participated in a two weeks training on unlocking sales potential (2008/2009/2011/2012)

III. Anti-Money laundering/Frauds Training:( 2007 to date) Participated in Fraud Management Trainings, sanctions and anti-money laundering IV. Barclays Bank cashier Training.(2013

Referees

1. Mr. John kasumbe barissa

Branch Manager, Absa Bank, Nkrumah rd Branch

Tel: 072*-***-***

Email: ****.*******@****.******

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2. Mr.Collince Otunga

Sales team leader Diamond Trust Bank Of Kenya, Kisumu Tel:072*-***-***

Email:********.******@*****.***

3. Mrs.linet ogoll

Branch operations officer Absa bank Nkrumah Rd

Tel:072*-***-***

Email:*****.*****@****.******

4. Mr. Joseph Juma

Former Branch Manager, barclays Bank of Kenya, Taveta Branch. Tel: 072*-***-***

Emai:******.******@*****.***

5. Mrs. Isabella Jepchumba Branch Operations Officer Eldoret branch Tell:072*-***-*** Email:********.*********@****.******

6. Mr. Jimmy Mwabara Baranch operations office Absa bank moi avenue Msa branch Tel:072*-***-***

Email:*****.*******@****.******

Contact this candidate