Victoria Kahinju

• Handled customer calls per day to address customer inquiries and concerns.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Resolved problems, improved operations and provided exceptional service.
• Worked with customers to understand needs and provide excellent service.
• Prepared variety of different written communications, reports and documents.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Proved successful working within tight deadlines and fast-paced atmosphere.

· Ensure achievement of set Premier Banking sales and service targets

· Maximization of product uptake by existing and new customers through lead generation, cold calling and database mining.

· Customer profiling for recommendation for upgrades to platinum level.

· Competency development to effectively perform sales and customer service tasks.

· Provision of excellent and exceptional customer Experience

· Provide prompt and courteous service to the platinum customers, actively taking such customer contacts as opportunities to cross sell other bank’s products.

· Monitor bank customers to pick out those that may qualify for platinum status and encourage them to utilise the platinum banking centres.

· Manage and control the operations of the Platinum Banking Centre to maintain the centre as both an aesthetically pleasing and comfortable lounge

· Proactively address cycle times for customer service processes while escalating issues and following up, where necessary, with the requisite departments.

· Ensure a high level of customer service is maintained at all times by ensuring no long queues and customer are served promptly.

· Ensure response to customer feedback/ queries within set timelines.

· Paying and receiving cash and cheques deposits correctly.

· Efficient and timely processing of transactions

• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
• Maintained client files with sales contracts, records of client interactions, client notes and other information.
• Performed duties and provided service in accordance with established operating procedures and company policies.

• Processing customer deposits, withdrawals and payments
• Accepting cash from customers
• Supporting the bank sales team by identifying customer needs
• Following bank procedures when performing transactions
• Cross selling bank services
• Assisting with bank branch audits
• Opening new customer accounts
• Controlling and monitoring the levels of cash in teller drawers
• Checking cheques and making sure they have been correctly written and dated
• Shredding confidential documents that are no longer needed and must be destroyed
• Checking and verifying the identification of customers who ask for banking services
• Answering customer inquiries and addressing their complaints
• Completing all given tasks on time to legal requirements and negotiated time lines
• Transferring large and small funds from one customer account to another
• Reconciling ATM transactions on a daily basis
• Calling over the day’s transactions to detect any errors made
• Collect customer information and input data into the system ensuring confidentiality at all times
• Performing cheque truncation for our customers’ outward cheques
• Balancing teller cash drawer daily
• Referring customers to the proper departments for issues not to be handled at the teller line
• Making daily reconciliations for different bank tools like cheques, Debit and financial cards, PINs

• Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
• Trained and developed new sales team associates in products, selling techniques and company procedures.
• Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
• Developed and delivered engaging sales presentations to convey product benefits.
• Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
• Negotiated pricing with vendor suppliers to fit customer budgets and generate maximum gross profit.