Customer Service Data Entry

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

Cell: +254-*********

CAROLINE WANGUI WAITHAKA

CAREER OBJECTIVES

To grow and excel in the banking profession through the application of skills and knowledge gained through education and a long-standing career in the bank.

PROFESSIONAL PROFILE

Worked in banking for nearly 20 years, gaining experience in both branch and head office operations departments at the Co-operative Bank.

PROFESSIONAL EXPERIENCE

employer: Co-operative Bank

2003 – 2006 Branch Experience

1.Line and Forex Teller

Responsibilities:

Processed Transactions

Cash Handling

Customer Interaction

Security Compliance

Negotiated, buying and selling forex for customers

Ensured accurate conversion rates

2. Account Opening Officer

Responsibilities:

Customer Onboarding

Document Verification and KYC (know your customer)

Data Entry

Account Management

Educated customers on all bank products

Ensured all accounts opened comply with set legal and regulatory standards.

Provided management with relevant account opening data

Filed and stored all account opening documentation

3. Customer Service Representative:

Responsibilities:

Customer Assistance via phone, email, or in-person.

Problem Resolution

Used Product Knowledge to assist customers effectively.

Processed customer requests such as card replacements, cheque orders, and statement inquiries.

Customer Feedback Collection.

4. Standing Orders Officer

Responsibilities:

Standing Order Setup

Regularly reviewed standing orders to ensure they are executed correctly.

Amendments and Cancellations of customer standing orders

Coordinated with other departments to resolve any issues related to standing orders

Ensured that all standing orders comply with regulatory requirements and bank policies.

Provided management with relevant account opening data

Filed and stored all account opening documentation

2006 – 2023 Head Office, Operations Division Experience

Manual payments checker

Responsibilities:

Payment Verification

Compliance and Risk Management

Data Entry confirmation

Communicated with various internal teams and clients.

Investigated and resolved discrepancies in payment instructions.

Suggested and implemented improvements to the manual payment process.

Reconciled various unit accounts and generated reports.

Trained and mentored junior staff

Carried out KYC and call back on all high value RTGS.

In-charge Direct debits unit

Responsibilities:

Lead and supervised the direct debits team.

Ensured training and development of team members and conducted performance evaluations. Setting clear objectives.

Oversaw the daily operations of the direct debits process.

Managed the reconciliation of direct debit internal accounts including handling any discrepancies or issues that arise.

Ensured compliance with all relevant banking regulations, guidelines, and internal policies related to direct debit operations.

Identified potential risks associated with the direct debit processes and implemented measures to mitigate these risks.

Regularly reviewed and updated operational procedures to minimize errors and fraud.

Handled escalated issues, disputes, or complex transactions that required advanced problem-solving.

Liaised with other departments, insurance companies and other banks to ensure smooth operation of direct debit services to our customers.

Acted as the main point of contact for clients, providing them with support and resolving any issues related to direct debits.

Managed relationships with external partners, such as payment processors and other financial institutions.

Continuously assessed and improved the efficiency of the direct debit process, implementing new technologies or methodologies as needed.

Analyzed performance data and generated reports for senior management to inform decision-making.

Took part in projects which enhanced the direct debits function, such as system upgrades and process automation.

Ensured that all direct debit operations comply with legal and regulatory requirement.

Reconciled all direct debits internal accounts.

In-charge standing orders unit

Responsibilities:

Oversaw and managed the team responsible for processing standing orders.

Ensured training and provided support to team members to ensure they met their performance targets and complied with the bank’s standards.

Carried out KYC and call back for all high value standing orders.

Ensured that standing orders are processed accurately and in a timely manner, minimizing errors and customer complaints.

Collaborated with IT and other departments to streamline processes through automation

Ensured that all standing orders are processed in accordance with internal and regulatory policies.

Monitored and managed risks associated with standing orders, including fraud prevention and detection.

Addressed complex escalated customer inquiries or issues related to standing orders.

Worked closely with customer service teams to ensure that any standing order-related issues are resolved quickly and satisfactorily.

Collaborated with other units within the bank, such as Compliance, Risk, IT, Customer Service, business banking and branches to ensure that standing order processes are integrated smoothly from customer application to establishment

Reconciled the standing order’s internal accounts.

Uplifted and processed any defaulted standing orders on time.

In-charge manual payments unit

Responsibilities:

Lead and managed the team responsible for manual payments and salary processing.

Coordinated with government and county salary payment departments to ensure all salary-related data is accurately processed

Resolved discrepancies or issues related to salary processing.

Trained and mentored team members to ensure they are proficient in their roles and compliant with bank policies.

Monitored team performance and implemented strategies for continuous improvement.

Ensured all payment and salary processing activities adhered to internal control measures and risk management policies.

Prepared regular reports on payment processing activities, including error rates, processing times, and compliance issues.

Maintained accurate records of all payment and salary transactions for audit purposes.

Identified opportunities to streamline payment processing and salary administration procedures.

Championed the implementation of automated solutions, where feasible, to minimize manual intervention.

Ensured all internal accounts were reconciled by the end of the day.

Ensured KYC and callback is done for all high value payments and RTGS.

In-charge clearing unit

Responsibilities:

Supervised the daily operations of the cheques and EFT clearing unit.

Ensured that all processes complied with KBA banking regulations and internal policies, while managing and mitigating risks associated with the clearing operations.

Processed cheques, standing orders, direct debits and Electronic Funds Transfers (EFTs) to other banks.

Lead and mentored a team of employees, providing training and support.

Continuously evaluated and improved the clearing processes to enhance efficiency, reduce errors, and improve turnaround times.

Coordinated with other departments, branches, banks, and financial institutions to resolve issues and ensure smooth clearing prosses.

Prepared and presented reports on clearing operations, including performance metrics, error rates, and compliance issues, to senior management.

Oversaw the implementation and maintenance of technology systems used in the clearing process.

Addressed and resolved any customer issues related to cheques and EFT transactions.

Reconciled all the units internal accounts.

Additional roles from 2018 to 2023

Deputy to the Departments manager: (6 units)

When the manager was away or on request, I did the following, in addition to my role as unit head.

Oversaw day-to-day banking operations, ensuring that all processes run smoothly and efficiently in the department

Ensured that all operations complied with internal policies and external regulatory requirements.

Assisted in Identifying areas where operational processes could be improved and implemented the needed improvements.

Assisted in managing and mentoring the operations team, including assigning tasks, monitoring performance, and providing training or development opportunities.

Acted as a liaison between the operations department and other departments within the bank.

Addressed and resolved operational issues or escalations.

Assisted in the resolution of clearing fraud cases reported by branches and other banks.

Assisted the Operations Department Manager, in developing and executing operational strategies that align with the bank's overall objectives.

Ensured that resources (such as staff and budget) are effectively allocated to meet the department's needs and goals.

Worked on improving the customer experience by ensuring that operational processes are customer friendly.

Monitored and managed operational risks, including the development and enforcement of risk management protocols.

Supported various operational projects aimed at enhancing the bank’s efficiency and service quality

STRENGTHS

Integrity– I Upheld confidentiality and maintained a flawless record with no losses to fraud or theft in all banking positions

Organization – I re-organised the filing system, planned the budget and procured stationery and assets using the SAP system for the department (comprising of 6 units).

Team player – I trained, mentored and supported staff to ensure all unit targets were met.

Keen to details – I followed all bank procedures and regulations, as well as ensured KYC and call back was done in all necessary processes.

Agile - I am a fast learner I adapt and excel which has ensured my steady growth in the bank.

Solution oriented – I identified procedural loopholes and areas of concern in the various units I was a team member and provided optimal solutions

EDUCATION

BACHELOR OF ARTS IN ENGLISH LITERATURE MINOR IN COMMUNICATIONS Daystar University, Kenya - 2003

MICROSOFT PACKAGES TRAINING

African Advanced Level Telecommunications Institute (AFRALTI) - 1994

KENYA CERTIFICATE OF SECONDARY EDUCATION

St Mary’s Girls Thigio -1993

CONTIONOUS IN HOUSE COURSES AT CO-OPERATIVE BANK

Which included:

Knowledge of the Sybrin clearing system

Customer service

Tellering

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