HNI Relationship Manager and CRM Specialist

RACHEAL MASAMBA

Nairobi, Kenya

Mobile: 071*-******

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

PROFESSIONAL SUMMARY

Banking professional with over 7 years of experience at Equity Bank Kenya specializing in customer relationship management, High Net Worth Individual (HNI) support, premium banking services, CRM utilization, customer retention, and service excellence. Experienced in managing customer relationships, resolving complex banking inquiries, supporting digital banking adoption, and collaborating with stakeholders to drive customer satisfaction and business growth. Adept at building long-term client relationships while ensuring compliance with banking regulations and internal policies.

CORE COMPETENCIES

• High Net Worth Individual (HNI) Relationship Management

• Customer Acquisition and Retention

• Customer Relationship Management (CRM)

• Premium Banking Services

• Portfolio Support and Client Engagement

• Cross-Selling and Business Development

• Digital Banking Adoption

• Customer Experience and Service Excellence

• Stakeholder Management

• KYC and AML Compliance

• Report Writing and Data Analysis

• Communication and Relationship Building

PROFESSIONAL EXPERIENCE

Equity Bank Kenya

Relationship Officer February 2019 – Present

• Support High Net Worth Individuals (HNI), premium banking clients, and American Express

(AMEX) customers through personalized service and relationship management.

• Utilize CRM systems daily to manage customer interactions, monitor service requests, maintain customer records, and enhance customer engagement.

• Act as a key point of contact for customers, providing timely resolution of inquiries and complex banking concerns.

• Build and maintain strong customer relationships that contribute to customer retention and satisfaction.

• Promote digital banking products and services, supporting customer migration to digital channels.

• Identify customer needs and connect clients with relevant banking products and solutions.

• Collaborate with branch and business teams to support customer acquisition, retention, and portfolio growth initiatives.

• Generate monthly management reports and customer insights to support decision-making and operational improvement.

• Participated in Diaspora account acquisition and onboarding initiatives during Uganda’s 60th Independence celebrations in Kenya.

• Served as a liaison for Kenyan customers accessing banking services in Uganda.

• Ensure compliance with KYC, AML, and internal banking policies in all customer interactions. Key Achievement

• Contributed to a 100% increase in customer engagement through proactive social media support initiatives between January and July 2020. Reelforge Systems

Media Analyst October 2017 – October 2018

• Monitored assigned media channels and publications, ensuring timely and accurate reporting.

• Produced analytical reports and maintained high quality standards.

• Escalated technical and operational issues for timely resolution. General Motors East Africa

Data Entry Analyst January 2014 – April 2014

• Maintained inventory records and system updates.

• Ensured data accuracy, confidentiality, and compliance with company standards. EDUCATION

Bachelor of Human Resource Management

Jomo Kenyatta University of Agriculture and Technology (JKUAT) Diploma in Human Resource Management

Kenya Polytechnic University College

TECHNICAL SKILLS

• CRM Systems

• Microsoft Office Suite

• Data Analysis and Reporting

PERSONAL ATTRIBUTES

• Customer-focused and results-oriented

• Strong communication and interpersonal skills

• High integrity and ethical standards

• Team player with strong stakeholder management skills

• Ability to work under pressure and meet targets

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