• Meet personal and Sacco banking sales targets both in number of accounts, Deposits, Personal and business Loans through recruiting new customers and cross selling to existing customers.• Conduct field visits for recovery of NPLs as well as make presentations to educate and recruit more members.• Prepare weekly and monthly reports on NPL collections received, follow ups done and commitments agreed with defaulters.• Generate target audience lists and sales call plans; implement and make call reports as well as customer visits.• Identify new markets and business opportunities around salary processing schemes, signing MOUs for personal loans & engage for new salary pay-points to channel through the Sacco.• Organize and attend public events e.g., workshops, TSC and private firms’ recruitments and other marketing-related activities.• Reinstate dormant accounts for civil servants like TSC, parastatals and county members.• Handle and monitor customer enquiries and complaints to ensure retention and loyalty.• Actively participate in strategic planning and implementation of relevant Sacco marketing strategies.• Under Asset products, am responsible for growing and managing Check off loans, Salary Loan, Salary Advance and Sacco’s Digital Products, as well as retaining customer base on Salary Accounts, Savings Accounts and Fixed Accounts.

CUSTOMER SERVICE OFFICER: Current PositionMetropolitan National Sacco LtdDuties and Responsibilities (Current Roles)• Receive and manage all incoming calls to the branch and handling as appropriate.• Opening new members accounts and updating personal accounts where necessary ensuring data correctness.• Handle customer complaints from all channels, provide appropriate solutions and alternatives, follow up to ensure resolution and customer satisfaction.• Appraising loan application forms and applying them on the ERP system.• Applying loans on the ERP system awaiting approval by the credit manager.• Providing product knowledge to clients on different loans available and their terms. Introducing and selling Sacco’s products and services to new clients, taking an extra mile to engage them.• Prepare and reconcile the applicant’s financial statements and other financial information that is essential in loan application evaluation.• Reviewing loan applications to ensure that they are complete and accurate in accordance with the credit policy.• Review and update credit loan files on a daily and weekly basis.• Preparation of weekly and monthly report on customer complaints recorded as received.• Build sustainable relationship and trust with customer accounts through open and interactive communication.• Mobile activation management-link the Sacco ATM card to customer account.• Marketing of the Sacco’s products and services including recovery of defaulted loans from defaulters to meet personal targets whose performance is evaluated through Balance Score Card target model.

Worked in various departments of the Sacco as a graduate trainee i.e Accounts, Registry, FOSA, Audit, Customer care and Marketing on ration basis where I gained practical skills and experience as showcased on my recommendation letter attached here under.