Mercy Mutai
MOMBASA
Summary
Seasoned Relationship Manager focused on deepening client relationships by providing superior service and support. Outgoing and ambitious professional with 12 years' experience in the banking industry.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Relationship Manager, Premium Banking
National Bank of Kenya
03.2020 - Current
- Manage and anticipate client requirement with a focus towards managing the existing base as well as increase cross product holding per client
- Build, understand and sustain relationship with the client’s circle of influence (e.g
- A parent, mentor, advisor or other family member)
- Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance
- Serve as problem-solvers for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision
- Provide on-going portfolio supervision, with continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment
- Retain existing high value clients by growth of wallet with the bank through relationship management activities
- Resolve client queries without further escalation
- Effectively convert service recovery to sales opportunities and sustained client loyalty.
Customer Service Consultant
National Bank of Kenya
11.2018 - 03.2020
- Logging of customers complaints into National Care, tracking for resolution and ensure closure within 48 hrs
- Effective custody and safe keeping of customer cheque books and debit cards
- Compliance with KYC in the release of cheque books and debit cards to customers
- Ensure all revenue due to the Bank from the printing of mini statements and issuance of counter leaves is fully recovered
- Assist in the achievement of Branch business growth targets
- Assist in the cross – sell activities for the Branch
- Respond to customers queries and advise customers on various products
- Filing of correspondence documents
- Assist in the delivery of account opening documents to accounts operations and confirmation that the same has been accurately captured
- Assist in the quick opening of accounts-
- Directing customers to relevant sections for completion of transactions
- Pro-active Queue management to enhance the image of the Bank
- Responsible for management of the Branch cheque deposit box, and retrieval of cheques deposited therein
- Assist customers in filling Bank forms, and any other assistance they may require
- Pro-active ATM lobby Management
- Ensure compliance to KYC in all dealings with customers
- As a member of the customer service team, assist in all functions allocated within the department
Credit clearing analyst
National Bank of Kenya
07.2016 - 10.2018
- Process cheque, salaries, EFTS, direct debits and journals to achieve high standards in line with departmental and bank strategy
- Reduce unit operational cost (stationery, transport, telephone and other costs) in line with budget provisions
- Perform all activities within the service level agreements (SLA) signed off
- Perform daily reconciliations and manage exceptions to avoid financial and reputational loss to the bank
- Handle all customer concerns on time and with due care
- Highlight and point out areas of risk and ensure Bank Control and Risk policies are adhered to
- Implement changes in processes on time and within budget
- Carry out business continuity process test for clearing & settlement as per policy requirement
Graduate clerk
National Bank of Kenya
11.2010 - 06.2016
- Receive and pay cash
- Receive cheque deposit
- Purchase and sell foreign currency 3
- Ensure cash on hand balances with cash on teller account daily
- Remittance of NHIF statutory deduction
- Cheque truncation
Tutor
Kenya Institute of Management
03.2010 - 08.2010
- Key responsibilities
- Teach bookkeeping and financial accounting to certificate and diploma students
- Evaluate students using continuous assessment tests and group assignments
- Monitor students’ performance
Marketing Officer
Diamond Trust Bank
12.2009 - 02.2010
- Responsibilities
- Create awareness of the bank and its products
- Identify potential SME customers and Bring them on board
- Bring in current accounts
- Bring in fixed deposits
Education
Master of Arts - Project Planning & Management
University of Nairobi
MombasaBachelor of Commerce - Accounting option
Kenyatta University
Nairobi 01.2005 - 07.2008
KCSE -
Moi Tea Girls Secondary School
Kericho 01.2000 - 11.2003
Skills
Sales expertise
Business Development
Service support
Customer portfolio management
Relationship building and management
Banking
Timeline
Relationship Manager, Premium Banking
National Bank of Kenya
03.2020 - Current
Customer Service Consultant
National Bank of Kenya
11.2018 - 03.2020
Credit clearing analyst
National Bank of Kenya
07.2016 - 10.2018
Graduate clerk
National Bank of Kenya
11.2010 - 06.2016
Tutor
Kenya Institute of Management
03.2010 - 08.2010
Marketing Officer
Diamond Trust Bank
12.2009 - 02.2010
Bachelor of Commerce - Accounting option
Kenyatta University
01.2005 - 07.2008
KCSE -
Moi Tea Girls Secondary School
01.2000 - 11.2003
Master of Arts - Project Planning & Management
University of Nairobi