RUTH AMISI MITA

Overall Purpose: Support the business mitigate litigations risks via users protection

• Additional role to the Customer care Representative duties.
• Provide frontline user protection support for Sendwave app users.
• Constantly monitors domain of App users to ensure protection against fraud linked losses.
• Handle outbound calls during my shift
• Mark scam victims & confirmed fraudster accounts
• Report all the new or reoccurring fraud trends (Fraud trends)
• Perform landmark verifications, ID verifications, IP check, card verifications among other person identification verifications
• Support users having difficulties using the app
• Or having questions or concerns regarding our services
• Other duties as assigned
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Overall Purpose: Support customers in ensuring all users can achieve Sendwave's mission
• Customer Service
• Assists users via inbound calls, and respond to emails with various issues related to the solved cases
• Contacts partners about remittance delivery status & reversal inquiries
• Always happy to assist users and colleagues on shift with questions in an efficient manner
• Assisted call-in customers with questions and transaction processing status.
• Troubleshooting
• Provides App assistance and troubleshooting for our users
• Positive to feedback given from colleagues and supervisors and leads
• Communicates pro-actively with team leads, management, and users to mitigate the pain of service degradation.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Overall Purpose: Support Kenyan clients living and working abroad
• Offer the most efficient client service to clients over emails and phone calls
• Captured all queries (including verbal, written, telephone, e-mail etc.) on the bank’s query logging system
• When directly receiving customer enquiries, attempted to resolve the enquiry at the first instance by using the bank’s systems
• Only escalate to the Client Service Manager when all other efforts have been exhausted to resolve the customer’s request
• Explained to customers on the process flows for all their requests, including timelines and requirements expected from the Bank and Client
• Explained the banks procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers
• Resolved queries – escalate where unable, to resolve to the Client Service Manager
• Informed customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service
• Ensured that all geographically assigned clients are maintained, managed and all their banking needs resolved.

• Overall Purpose: Responsible for delivering customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures
• Sensitized and marketed to clients on the various products of the bank, including; personal internet, mobile, and business internet banking, and encourage them to utilize these services
• Paid cash against general ledger accounts
• Handled Foreign exchanges (Purchase or sale)
• Handled local and international funds transfers
• Ensured all customers are served promptly
• Balanced daily transactions
• Handled customer queries end to end.

• Worked on customer case leads and making of calls for requisitions of information that is missing
• Helped process clients closing balances for reconciliations, reporting, and cheque requests
• Answered and managed incoming and outgoing calls while recording accurate messages
• Obtained signatures for financial documents
• Used the Sybrin, FCR, FCC, and salesforce systems

• Handled the petty cash, edited minutes, performed administrative functions, and ensured annual returns filings for various organizations and their compliance to the Company's
• Act 2015
• Answered and managed incoming and outgoing calls while recording accurate messages
• Screened all visitors and directed them to the correct employee or office
• Directed guests and routed deliveries and courier services
• Maintained a clean reception area, including lounge and associated areas
• Obtained signatures for financial documents, and internal and external invoices.