Joy Kimani Email and Phone Number

• Managing and in charge of a debt collection team of 6 staff members in collection of debts owed to the bank with a portfolio of both debit and credit cards with a total value of over 700 million Kenya shillings.• Representing the business in meetings and with our stake holders and recruiting and on boarding new business while actively follow up with clients and prospective clients for new business• Represented and maintained a portfolio for corporate customers who held accounts with the bank to ensure World Class Service is delivered.• Carrying out field visits to our customers in the portfolio of both high and middle net worth with the aim of adding more value and collecting large amounts of debt owed.• In charge of a portfolio of four staff whose role includes debt collection by tracing defaulters who have changed their addresses that are different from what is held by the bank.• Collection of debts that are owed to the bank by visiting the customers and collecting payments both for Credit Cards and Loans.• Doing correspondences to customers in regards to their debts both for Credit Cards and Loans.

• In charge of a team of six staff in processing of different kinds of customer instructions that include various debit card entries, credit card entries, merchant vouchers,RTGS and holds among other entries. Delighting our customers is our key delight.• Maintain regular contact with existing as well as prospective clients and do followups to ensure delivery of an end to end resolution on all pending customer queries and complaints• Formed and maintained a good relationship with our external customers i.e branches and other internal departments such as compliance and risk teams, to ensure an excellent customer service and rapport that will enable me deliver World Class Customer service to my customers.• Providing an interface between the bank to both potential and existing customers so as to maintain good customer relations and meet the customer’s needs within the strategic objectives of the bank.• Manage customer queries, complaints and other correspondence in a timely manner and within the set standards for customer satisfaction.• Processing customer instructions e.g. Internet Banking, Transfers, RTGS, Credit cards CLI’s(credit Limit increase),Card Swaps, Credit and Debit Adjustments on Credit Cards, Posting of transaction in internal accounts, Processing of Merchant adjustments, payments and Vouchers, Processing of all Credit cards instructions from customers which include payments,amendments and alterations.• Currently heading a team of 8 members of staff by ensuring the team is highly motivated and energized to attain our goal as a bank.