RUFUS KAMAU

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CLIENT SUPPORT ADVISOR at NCBA Bank

since June, 2022

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About

Customer service and Relationship Management jobs

Skills

Effective sales and marketing Management skills.
10
Commercial Banking and Credit Analysis skills.
10
Customer service and Client support skills.
10
Research and project management skills.
10
Credit and debt collection skills.
10
Accounting and Finance skills.
10
Environmental Management and Natural Resource con
10
Financial Modeling and Valuation Analysis skills.
10
Report writing skills.
10
Financial Planning and Wealth Management
10
Relationship management
10
English
10
Swahili
10
kikuyu
10

Recommendations

George Machiri

4/23/2024

"Excellent"

Experience

RUFUS KAMAU

Work experience

CLIENT SUPPORT ADVISOR at NCBA Bank

June, 2022 -
Fulltime

 Cross-sell all products and services under the Retail Banking Product CVP.
 Increase value to the customer through Targeted Care Calls e.g. Defecting/Inactive
Accounts to support revenue generated by the customer to the bank and ultimate
Customer Retention.
 Ensure that 10% of customers in the assigned portfolio are progressed to the upper
segments gradually by the end of every reporting period (month) through aggressive
cross-selling
 Ensure that 97% of the customer portfolio are retained in the portfolio or grown to upper
segments through managing Accounts.
 Increase channel uptake by signing up customers on digital channels (mobile and internet
banking)
 Increase digital channel utilization by tracking customer transaction trends and ensuring
the customers use the digital channels.
 Support sales for other business lines: Insurance, Investment and Treasury.
 Utilize the Contact Centre and CRM data base information for cross selling opportunities
by identifying customer’s needs.
 Use the telephony system to make all customer calls and capture them as phone activities
on CRM
 Capture Leads and Opportunities on CRM and follow them towards closure and/or
customer feedback
 Log into CRM campaigns and make at least 60 successful calls per day and mark the
CRM activities as complete.
 Ensure customer delight is achieved and sustained through favourable customer
feedbacks and survey ratings.
 Work within the defined Risk, AML and Compliance Frameworks.
 Manage general incoming calls and transition of switchboard section into the mainstream
contact centre .
 Ensure that the Contact Centre meet’s all the set quality standard.
 Seamless support to business teams through the Contact Centre.
 Effectiveness of Contact Centre section structure and systems (policies, processes,
procedures and tools) in achieving compliance requirements, optimal efficiency, resource
utilisation and cost containment.
 Manage 24-hour contact centre operation, and ensure that all channels of communication
are efficiently managed (Social media, emails, telephone lines).
 Ensure compliance with regulatory requirements impacting customer care function and
implementation is done on a timely basis
 Provide value to customers through relevant and consistent engagement.
 Support resolution of any customer’s issue pending resolution by other departments.
 Provide a holding response to customers on issues that are under management.
 Meet and exceed 90% quality for all customer call interactions with excellent service on
call that will lead to growth conversations.
 Consistent self- improvement in sales and relationship management.
 Attend regular scheduled performance meetings.
 Constant product knowledge refresher trainings.

RUFUS KAMAU

Work experience

DIRECT SALES REPRESENTATIVE at National bank of Kenya

February, 2020 - April, 2022
Fulltime

Marketing the Bank’s products and services.
 Loan appraisals and disbursement follow ups of clients.
 Financial management training to clients and prospects.
 Periodically offering field customer service to clients.
 Offering personal and business banking to clients.
 Conducting KYC on customers being onboarded.
 Analyzing marketing and business data as well as preparing reports.
 Conducting market research and producing actionable reports to inform strategy
formulation and implementation.
 developing customer pipelines for the banks products and services.
 Driving mobile banking sales and setup for clients.
 Opening accounts for clients.

RUFUS KAMAU

Work experience

MERCHANDISER AND ACCOUNTANT at Greengos Inn and Bushman Resort

September, 2019 - December, 2019
Fulltime

 Stocking and doing inventory for the two restaurants.
 Balancing book of Accounts.
 External audits for the two establishments.
 Client relationship management and customer service.
 Preparing reports and financial statements for the management.

RUFUS KAMAU

Work experience

MONEY LENDING INTERNSHIP at 4G Capital Ltd

May, 2019 - August, 2019
Fulltime

 Marketing the company’s products to potential clients within Kiambu.
 Appraisal and disbursement of loans to all potential clients.
 Assisting in collection of arrears from clients.

RUFUS KAMAU

Work experience

Insurance Sales Officer at JoyInc Insurance Agency

November, 2018 - April, 2019
Fulltime

Marketing the Agency within Ruai and environs.
 Managing social media accounts for the agency.
 Acting as the point of contact between the agency and insurers.
 Explaining policy and policy requirements to clients.

RUFUS KAMAU

Work experience

FINANCIAL ADVISOR at UAP OLD MUTUAL

September, 2018 - October, 2018
Fulltime

 Marketing of insurance and financial products to clients, as an agent.

RUFUS KAMAU

Work experience

RESEARCH ASSISTANT at University of Nairobi

February, 2018 - March, 2018
Fulltime

Carrying out interviews in the assigned households within Gikindu Location, Murang’a
County.
 Mapping of household using GPRS coordinates.
 Collection and transmission of data from the households to the server.