• Successfully analyzed and evaluated over 100 loan applications daily from both new and repeat borrowers in both Kenya and Tanzania markets.• Identified and escalated all potential fraud accounts to the team leader and fraud team for quick resolution and follow-up.• Trained extensively all members of the team and all new employees on the Loan Review Processes ad hoc.• Initiated all manual disbursements to customers in Tanzania on an hourly basis (or less) and parsed the disbursements file on the company system.• Proposed and innovated areas of improvement on the Loan Review Process which lead to reduced decision time and disbursement time.• Spearheaded the telesales team to successfully upsell the company loan products to potential borrowers by cold-calling and negotiating with them.• Ensured the clients provide the correct KYC information during the onboarding process.• Responding promptly to customer queries via calls, emails, sms or chat-based platform.• Coordinated with Operations Manager on the day-to-day tasks in absentia of the team lead.• Collaborated with other departments to ensure our clients received the best service and all issues were resolved on a timely basis.