Eunice Mwaniki Email and Phone Number

• Manned the front office area coordinating with the cleaning crew keeping it neat and clean throughout the day• Welcomed on-site visitors, determined the nature of their business and contacted the appropriate personnel.• Receiving calls and re-directing them to the right desk.• Examining insurance proposals and collecting background information and assessments of risk while also analyzing information in insurance applications.• Writing quotes and negotiating the terms with underwriting companies and clients, determining appropriate premiums and amounts of coverage.• Liaising with insurance underwriting companies as well as clients with regards to booking of new business, renewal of current business and also chasing down on policy documents and renewal endorsements.• Update of systems with client information on new and existing clients.• Following up with clients and underwriters to ensure a claim lodged has been settled. • Sourcing for travel insurance quotations, booking of policies and issuance of travel certificates and embassy letters.• Follow-up on clients on collection of premiums.• Keep abreast of the current industry trends through development of a good working relationship with underwriters and other sources of industry news and developments.

• Manned the front office area coordinating with the cleaning crew keeping it neat and clean throughout the day.• Welcomed on-site visitors, determined the nature of their business and contacted the appropriate personnel.• Receiving calls and re-directing them to the right desk.• Responded accurately to daily inquiries made by an average of 20 walk-in clients, telephone or on email as per need or forwarding to the right persons involved. • Ensured meetings booked by staff are promptly entered into a scheduler avoiding double bookings.• Maintained stationery inventory by checking stock and making orders, receipt once delivered and storage of the same.• Customer Service duties including receiving Invoices, raising LPOs for all procurement of goods and services. • Weekly creation and update of various records and databases with over 60 contacts, and updating of filing systems. • Weekly update of attendance systems. • Coordination of courier services to ensure deliveries of mail and parcels are made while recording and sorting incoming deliveries. • Handling inquiries and communication between the church and congregants at the Sunday information desk. • Performing any other administrative tasks as assigned on a daily basis.

• Assist in the organization and coordination of day hikes and trips with regards to transport, clients’ dietary requirements etc. • Coordination between team leads and guides before during and after a trip.• Communicating trip requirements to clients and groups. • Offering support to staff with on the ground coordination. • Coordination and follow up of payments.

• Enhanced excellent levels of customer service by responding to queries on time.• Streamlined the banks’ central cash department by setting procedures with regards to cash-handling, maintaining vault limits, ensuring funding of the central cash vault and servicing of branches keeping in line with prudential guidelines minimizing on operational risk. • Participated in training of over 50 branch staff on cash handling.• Generated an average of 20 system files for orders and dispatch of bank instruments while collecting on commissions, while ensuring proper record keeping in line with prudential guidelines.• Timely verification and processing of forex and money market inter-bank deals negotiated daily by the treasury front office team while doing confirmations on the same.• Processed an average of 20 account opening forms for client groups from all 22 branches and sales centres within set turn-around time.• Timely funding of M-pesa retail and super-agency float to branches for transactions and collection of commissions.• Daily receipt verification and transfer of over 30 incoming funds while liaising with different departments and branches, within the allocated turnaround times following AML and internal bank procedures.

Treasury Back office; Process and release all deal tickets relating to Forex and Money Market deals negotiated by the front-office treasury team. Reconciliation of various accounts with external statements.Updating of the daily opening position rates (Forex) in the banks’ core system.Central Cash Operations; ensuring the funding of the bank's central cash vault, withdrawals and deposits at Central bank of Kenya, while maintaining limits, organizing for cash-in-transit for cash repatriation following KYC/AML and internal banking procedures, and funding of branch vaults and ensuring branch limits are maintained.M-Pesa reconciliations for branches and sales center and Preparation of departmental reports Client Group registrations and transfers from all branches and sales centers.Pin-Mailer; receipt of ATM debit card PINS from the manufacturer, generating files and dispatching them to different branches.

Handle client relationships, ensuring satisfaction and retaining them on products offered, listening to and handling client queries with regards to products offered, liaising with the technical teams and projects teams to deliver optimum solutions in a timely manner while highlighting organizational values and benefits of products from a technical perspective, and front office support.

Teller: Attend to cheque encashment and withdrawals in all accepted currencies according to laid-down procedures. Attend to change transactions, cheque and cash deposits in all accepted currencies according to laid-down procedures. Ensure that all cheques included in deposits are checked in terms of duty of care obligations. Ensure all items cashed are within laid down limits and all transactions exceeding limits are referred to appropriate area for authorization. Ensure all items cashed are technically correct and signed appropriately according to laid down instructions.Attending to value transactions for example financial transfers, according to customized job description. Balancing of the stock of stamps held, bankers cheque books and till cash on a daily basis. Co-Vault Custodian: Ensuring control of cash regarding the handling, locking away and security of cash are adhered to according to laid-down procedures. Ensure all cash holdings are kept within prescribed limits at all times. Balance the vault at the end of every day.Customer Service Consultant: Attend to customer queries, hand up debit, credit and internet banking pins, statements and mail to customers. Identify customer needs and where necessary refer to the correct department or migrate to more appropriate channels. Cross-sell products and services reactively and pass on leads to the relevant areas for the acquisition of profitable business.Initiate steps to resolve diverse routine support problems affecting customer service in time .Refer queries that cannot be solved within the customer problem resolution time frame to appropriate departments.Ensure proper record keeping in line with prudential guidelines, minimizing operational risk.Up-to-date knowledge of products and developments to existing products. Working together with the call centers, the branches of different markets and the technical team in dealing with clients’ complaints and suggestions.

In addition to Filing and administrative, and customer care (both e-mail, telephone and face-to-face) duties i also double up as an Accounts assistant where i do basic accounting such as Reconciliation of petty cash, expenses, creditors and debtors databases and banking of incoming cheques and disbursing outgoing cheques.Back office operations for different clients.

Marketing and getting clients to sign up for the product E-statement.Managed a team of interns with procedures including scheduling techniques and hiring requirements and training them on the latest products including e-statements, Mobile banking and Online banking.Back office support; receiving and processing and validation of product applications sent from the branches countrywide and different African countries.Compilation of end of day and end of month reports for the various products and countries as per branch.Working together with the call centers, the branches of different markets and the technical team in dealing with clients’ complaints and suggestions. Handling customer enquiries and sorting out any queries raised within the given turnaround time.

Preparing reports and analysis for exports done by different suppliers monthlyPreparing purchase orders for exports by different suppliersCreating and maintaining databases on daily exportsAdministration and clerical duties such as filing Customer service duties; face to face and telephone interactions.