Rachael Syombua Ndima
About Candidate
Highly skilled and results-driven Banking Operations and Customer Service Professional with over 10 years of experience in financial service delivery, compliance, and operational efficiency within the banking sector. Demonstrated expertise in quality assurance, document verification, AML/KYC compliance, and digital systems management (T24). Proven ability to maintain regulatory standards, enhance customer satisfaction, and support continuous process improvement through teamwork, accuracy, and accountability.
Location
Education
Human Resource Management-Second class upper.
Institutional Management-Attained a PASS
Work & Experience
conduct quality assurance and verification of physical account applications to ensure 100% compliance with Bank's KYC and AML policies prior to processing
• Manage cheque book life-cycle including activation, transmission of daily data to De La Rue, and monitoring of collection by customers at branch level
• Process and reconcile monthly invoices from De La Rue, ensuring accurate customer charging for all processed orders
• Execute daily processing of Fixed Deposits, Call Notices, and Standing Order interest calculations with precision
• Oversee daily Quality Assurance, mapping, and dispatch operations for Merchants and Billers to maintain service delivery standards
• Design and coordinate printing of customised computer-printed cheques for corporate clients, including LPO agreement management
• Liaise with Safaricom on SIM card replacements and resolve telecommunication service queries
• Prepare and submit timely regulatory reports while conducting daily account monitoring to verify accurate interest rate application and credit limit adherence
• Perform manual recovery of cheque book charges through ABPS and manual editing of extracts following auto-order processes
• Monitor and respond to email queries promptly, ensuring effective resolution of customer and internal stakeholder concerns
• Ensure strict adherence to banking policies, procedures, and regulatory requirements across all operations
Received, logged, and directed customer complaints to appropriate departments for timely resolution
• Provided comprehensive guidance to customers on bank products, services, requirements, and procedures
• Cross-sold banking products and generated qualified leads to support business growth objectives
• Participated in and contributed to team initiatives and collaborative projects
• Executed assigned customer service projects within stipulated timelines