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Work Background
UBA TanzaniaCustomer Fulfillments Centre officer
Jul. 2023Dar es Salaam, TanzaniaResponsibilities for this role entails playing a critical role in helping clients who have complaints, orders, or require information about products/services purchased from the bank, also provide solutions that fit customer situations and prioritize the customers' needs at each step of the process to achieve their financial objectives.
Demonstrated Competencies: Customer Relationship Management:
• Successfully managed and nurtured relationships with a diverse portfolio of customers, ensuring their needs and expectations were met consistently. Proactively addressed customer inquiries, concerns, and complaints, resulting in high levels of customer satisfaction and retention.
Building and Managing Relationships:
• Build and maintain strong relationships with corporate clients by providing them with excellent service, advice, and support. Ably communicate effectively with clients and understand their needs and objectives and to increase the client base, building interest of customers in the products and services offered by the bank.
Team Working:
● Build and manage a team working culture through working with teams of professionals, including analysts and associates, to provide clients with the highest level of service and expertise.
Customer Retention and Upselling:
● Developed and implemented customer retention strategies and loyalty programs, resulting in increased customer retention rates and revenue growth. Identified upselling opportunities and collaborated with sales teams to maximize customer lifetime value.
Quality Assurance:
● Implemented quality assurance processes and monitored service interactions to ensure adherence to service standards and compliance requirements. Conducted regular performance evaluations, identified areas for improvement, and implemented corrective actions to maintain service excellence.
National Bank of CommerceCoorporate cash management officer
Dec. 2022 - Feb. 2023Building and Managing Relationships:
● Build and maintain strong relationships with corporate clients by providing them with excellent service, advice, and support. Ably communicate effectively with clients and understand their needs and objectives. Personal Details: Gender : Female Banking Operations and Project Management Professional Conducting Market Research and Analysis: ● Conduct extensive research and analysis of the market and industry trends to identify potential investment opportunities for clients whilst keeping up-to-date with regulatory changes and other developments that may impact clients.
Financial Advice and Guidance:
● Provide clients with advice and guidance on financial transactions such as mergers and acquisitions, initial public offerings (IPOs), debt and equity financing, and other financial services through understanding the client's financial objectives and developing a customized financial plan to achieve transaction objectives, including performance and profitability.
Managing Transaction and Customer Experience:
● Manage the transaction process, including conducting due diligence, negotiating deal terms, and ensuring compliance with regulatory requirements while ensuring customers transactions problems are solved on time.
Team Working:
● Build and manage a team working culture through working with teams of professionals, including analysts and associates, to provide clients with the highest level of service and expertise.
Maintaining Client Confidentiality:
● Maintain the confidentiality of client information and ensure that all client interactions are conducted in a professional and ethical manner.
Banking System Management:
● Manage banking system processes including ensuring corporate customers are linked with the NBC connect system (online banking) and customers are trained and provided information on how to use the online banking system.
National Bank of CommerceCredit data checker
Oct. 2022 - Dec. 2022Dar es Salaam, TanzaniaVerifying Information:
● Manage verifying the accuracy of information provided by customers and ensure that all necessary documentation is complete and up-to-date including carrying out mandatory checks in sybrin as per minimum operating standards and if the documents pass the checks, then perform data capturing in excel.
Processing Financial Transactions:
● Processing various types of financial transactions, such as deposits, withdrawals, transfers, and payments while ensuring all transactions are processed accurately and in a timely manner.
Monitoring account activity:
● Monitor account activity and identify any unusual transactions or patterns that may indicate fraudulent activity and report any suspicious activity to management and follow established procedures for investigating and reporting fraud.
Customer Service:
● Provide excellent customer service to customers by answering questions, resolving problems, and addressing concerns including working within approved turnaround times (TAT) by creating an environment that ensures departmental satisfaction.
Compliance Management: ● Ensure that all transactions are processed in compliance with regulatory requirements and bank policies, through being knowledgeable about banking regulations and ensure that all transactions are conducted in a legal manner.
Records Management:
● Maintain accurate records of all transactions and ensure that all documentation is properly filed and stored, including scanned mandatory application documents in sybrin.
national bank of commerce tanzaniaRetail officer Data Quality
Mar. 2021 - Nov. 2021Dar es Salaam, TanzaniaCompliance and Internal Controls:
● Monitor and ensure the company is compliant and meets various adherence to internal controls and accounting regulatory requirements, including,set and reinforced consistent and compliant control and operational policies for more than 40 accounts for tracking, remediation, and reporting.
● Ensuring that scanned documents are complete, accurate and forwarded to the checker for validation and finalization of transactions.
● Carrying out mandatory checks as per minimum operating standards and if the documents pass the checks, then will log on flex cube and perform data capturing.
Operations and Project Management:
● Managing operations including ensuring daily workload is prepared, checked, and processed before the end of the day.
● Managed contract administration, including maintaining files, validating codes and monitoring reporting.
● Coordinate the implementation of the project activities based on the Implementation Plan
Customer Management:
● Managing customer experience including answering and transferring phone calls, managing email enquiries, processing, transferring data and monitoring of the customer’s main account regularly.
Data Management and Reporting:
● Maintain a comprehensive database of the customers’ operational records including the existing and prospective customer data.
● Develop and submit to the Program supervisor and manager daily progress and ad hoc reports in a timely manner.
National Bank of CommerceAccount opening Data centre maker
Mar. 2020 - Mar. 2021Dar es Salaam, TanzaniaVerified accuracy of customer information and ensure documentation is complete, compliant, and up to date. Reviewed and rectify return documents (RTS) in Sybrin as per operational checker feedback. Reported suspicious activity promptly and follow investigation and escalation procedures. Supported risk management and fraud prevention initiatives. Maintained updated knowledge of regulatory frameworks and banking compliance standards. Validated accuracy and completeness of scanned documents. Forwarded verified documents to central operation checkers for validation and finalization.
Management Sciences for HealthTechnical Support Staff
Oct. 2017 - Dec. 2018- Supported data management in health projects, including DHIS2 usage.
- Conducted data quality checks and staff training sessions.
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