Digital Accountant,Merchant settlements

• Daily settlements of POS transactions to all merchants after considering issues raised by card risk and acquiring team. • Provide support to all issues related to settlements as raised by either the merchants, acquiring team or branches. • Daily settlements of all card scheme (visa, Mastercard, Amex, jcb, dinners, UPI, kenswitch, Interswitch, files) for Kenya and subsidiaries. • Swift resolution and escalations of issues raised by the reconciliations team. • Timely settlements of IMT transactions (agents’ repatriation and partners settlement i.e. Western Union, Moneygram, Hello Paissa, Transfast, Ria) • Monthly preparation of commissions to agents and branches • Prepare and submit returns within the set timelines, daily, weekly or monthly depending on the nature of returns. • Ensure 100% compliance to the Bank’s policies and Procedures. • Ensure compliance to the CBK prudential guidelines and local by-laws. • Define and remain accountable for Settlements & reconciliations dispute management processes. • Accountable for risk mitigation within Settlements & Reconciliations unit by keeping abreast with the regulatory and partner requirements on card business.

Service Quality Assurance Analyst

• Quality Monitoring and Evaluation: Regularly assessing the quality of services through audits, inspections, customer feedback analysis, and other evaluation methods. • Identifying Areas for Improvement: Identifying trends, issues, and areas where the services can be improved, and making recommendations for enhancements. • Process Improvement: Working with cross-functional teams to develop and implement process improvement initiatives to enhance service delivery. • Documentation and Reporting: Maintaining detailed records of quality assessments, results, and improvement efforts, and presenting periodic reports to management. • Regulatory Compliance: Ensuring that the services provided comply with relevant laws, regulations, and industry standards. • Risk Management: Identifying potential risks to service quality and recommending strategies to mitigate them. • Continuous Improvement Culture: Fostering a culture of continuous improvement within the bank by promoting quality service practices. • Data Analysis: Utilizing data analysis tools to extract insights and trends related to service quality and customer satisfaction.

Customer Service analyst

• Preparing customer service reports to CBK • Preparing CRM performance reports • Analyzing Customer complaints • Responding to customer emails • Escalating customer issues raised from branches to relevant departments • Updating customers details in a central database hub • Analyzing social media feedback given by customers

Marketing officer

• Client Onboarding: Successfully marketed and onboarded clients to mobile banking platforms, increasing user adoption by 30%.