Dadson Mweya Email & Phone Number

Nairobi County, Kenya

In this esteemed role, I have the privilege to:- Manage various communication channels, including routine telephone calls, email inquiries, web chat inquiries, and written correspondence for the entire organization. This involves effectively communicating with domestic and international members and merchants, providing accurate information, and offering appropriate referrals when necessary.- Utilize the Con2ect Member Experience Model to ensure a memorable member experience by deepening connections and becoming a trusted advisor.- Promptly investigate member account/loan issues, follow through to resolution, and keep members informed throughout the process.- Stay updated on regulations, products, and technology to better serve members and maintain compliance standards.- Handling routine inquiries, processing new memberships, and assisting with fraud prevention efforts are also part of my responsibilities.- Additionally, I utilize the UNFCU sales and service model to achieve departmental goals and provide excellent service to members across various communication channels.

Nairobi County, Kenya

About the Role;A digital banking accelerator ensures that customers enrolled on internet banking and mobile banking transact seamlessly.In the course of this honored role, I had the privilege to:- Provide training from entry to advanced level of users of HF Group’s electronic banking platforms. - Connect customers to digital channels including Internet banking, mobile banking, and card systems. - Reach out to customers who are already onboarded to our digital channels but are not making full use of the platform intending to increase channel usage. - Monitor Mobile Payment platforms such as the Mpesa portal and process B2B/B2C batch payments - Generate customer card statements and explain them to customers upon request. - Handle card issuance tasks, including card embossing and assigning card numbers to accounts and users.- Utilize Jira for efficient ticket tracking, assigning work items to Network International to upload card details to the Visa system.- Managed chargeback requests by uploading and tracking them on KORS (Chargeback Online Resolution System).

Nairobi, Kenya

My duties include but are not limited to; -Administration and review client risk scoring, Client Identification, and KYC documentation oversight requirements. -Performing KYC/CDD/EDD on new customers during periodic account reviews.-Assist in KYC periodical reviews and refresh of current Client population as needed.-Ensure that information obtained is consistent with CBK prudential guidelines/AML Policy and Procedures and satisfies regulatory requirements.-Escalate high-risk issues identified to Management.-Support reviews of the efficiency and effectiveness of the transaction monitoring process.

Nairobi County, Kenya

•Assess Contact Centre customer interactions against set KCB Group and international customer service practices in order to meet and surpass internal client and customer expectations.•Carry out coaching sessions for all the contact Centre executives pointing out their strengths and arears they need to improve•Conduct quality checks on Contact Centre, head office units, and branch interactions against the bank's, industrial regulatory, and legislative compliance requirements and benchmarks.•Undertake Root Cause Analysis to identify and make recommendations for closure on service gaps•Provide new service process improvements at the Contact Centre and Branches

Nairobi County, Kenya

In my role as a Merchant and Agency Banking Technical Support Executive, I delivered top-notch technical and administrative assistance to KCB card-acquiring Merchants and bank agents, primarily through phone, WhatsApp, chat, and email. The Merchant and Agent Technical Support Team acted as the initial point of contact for Merchants, addressing any technical concerns related to KCB products and services. Operating as 1st line Support, I collaborated with global counterparts to ensure round-the-clock support for merchants, guaranteeing a seamless experience in card, mobile, and e-commerce payments operations.- Provide technical support for existing Tranzware Online, Card Management System (CMS), Agency, ATMs and FIMI-Daily monitor online transactions and resolve all issues related to 3D authorization.- Keep track of systems and user-related issues and attend to them promptly.-Resolving ECRM Card related queries-Resolving all card-related queries emanating from e-mail, direct line requests, and social media, and liaison with customer service/contact center on resolution. - Obtaining supporting documents for disputed card transactions and ensuring they are submitted to the relevant stakeholders.- Actively follow up on recovery of chargebacks from merchants

Nairobi County, Kenya

• Complete Western Union Account Based Money Transfer (ABMT) upon positive authentication• Reverse failed Mpesa and Pesalink failed transactions• Respond to customers in a friendly, supportive, helpful and timely manner via social media, email, web chat and SMS.• Complete Account Based Money Transfer (ABMT) upon positive authentication• Actively represent the customer throughout the organization, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues.• Cross-selling bank product's to both new and existing customers via Optimus LMS• Reach out to customers and get their feedback on how they have been served on our various touch points and their experience with our services and products.• Reach out to dissatisfied customers, find out their experience, and initiate the customer healing process with an aim of maintaining a positive Net Promoter Score(NPS)

Nairobi County, Kenya

• Respond in a prompt, friendly, supportive, helpful, and timely manner to all customers via telephone.• Use sound judgement and take decisions that will meet customer expectations while striving to achieve a win /win outcome for the customer and the bank.• Ensure that customer queries, problems and complaints are fully resolved on First Call Resolution(FCR) and escalate those that require further follow up.• Place outbound calls to our customers to create sales leads and cross sell various services and products offered by the bank.

Nairobi County, Kenya

- Develop, recommend, and implement strategies to ensure that accounts under the watch category are upgraded to normal in line with the Bank regulations and the credit policy.- Monitoring of bank agreement with customers vide offer letters to ensure that they are being adhered to and no defaults or violations are registered.- Ensure First-month deduction (FMD) is effected. - Create salary advance limits on the core banking system and thereafter disburse the salary advance loan. - Manage the loan disbursement and ensure collection of negotiation fee/commission and correct data setup.- Initiate restructures for loans falling into default due to administrative issues.

Nairobi County, Kenya

- Searching, assessing, accepting, and processing prospect agents’ / Merchants’ applications to become KCB bank agents or merchants- Ensure agents premises are branded (both internally and externally) properly by approved bank standards to ensure visibility by both existing and prospect bank customers.- Agent / Merchant Relationship Management by Monitoring their activities, ensure compliance to bank policies and procedures, and conduct periodic visits to their business places/premises .- Schedule and deploy Agents & Merchant engagement Forums to achieve target DFS NPS and CES scores.- Market surveys on how digital products are faring with Agents and Merchants -feed back to the product development and growth teams for enhancements.

Nairobi, Kenya

- Order and Issue account operating tools i.e Debit cards and cheque books.- Prepare destruction certificates for uncollected account operating tools and proceed to destroy the tools. - Ensure compliance of AML/KYC/EDD and PEP guidelines at account opening- Encourage migration of customer transactions from the branches to low-cost electronic channels to ensure reduced cost. - Connect individual and corporate clients to mobile/internet banking and thereafter offer onboarding training on how to use the platforms.

Alx Data Analytics, Data Analytics, Distinction

The ALX Data Analytics Programme is developed in partnership with ExploreAI, a leader in online Data Analytics education. The program.

Bachelor Of Science (B.Sc.), Mathematics And Physics, Second Class Honors

Activities and Societies: Active red cross member. Active first aiderA mathematics major and physics minor

Certified Public Accounting, Accounting And Finance, Pass

C.P.A Part one