Jacinta Mwangi
Niagara Falls
Summary
A dedicated and customer-focused professional committed to delivering exceptional service and personalized financial guidance. Proficient at identifying customer needs, offering tailored banking solutions, and ensuring a seamless and positive customer experience. Skilled in handling transactions, assisting with digital banking tools, and providing advice on everyday banking and credit card solutions.
Knowledgeable in risk and compliance policies to safeguard customer assets and uphold regulatory and ethical standards. Adaptable to a dynamic work environment, with the flexibility to support multiple branches as needed. Committed to continuous learning and staying informed about financial products, market trends, and digital banking advancements to better serve customers.
Overview
9
9
years of professional experience
Work History
Credit Officer
Equity Bank
09.2018 - 08.2023
- Ensured that loans were repaid according to the agreed-upon terms within specified timeframes
- Analyzed customer financial data to determine creditworthiness and risk levels
- Evaluated loan applications, assessed collateral requirements and approved credits in accordance with established guidelines
- Generated reports detailing customers' credit ratings, payment history and account balances
- Monitored customer accounts to ensure compliance with terms of agreements
- Negotiated repayment terms with borrowers who had difficulty meeting contractual obligations
- Assisted customers in developing payment plans to resolve delinquent accounts
- Maintained accurate records of all customer transactions and account statuses
- Developed and utilized computerized spreadsheets, programs and other automated tools for credit analysis
- Collaborated with other departments to ensure timely resolution of customer inquiries and disputes
- Provided guidance to customers regarding debt management options available to them
- Reviewed pending loan requests for completeness prior to processing for approval
- Conducted periodic reviews of existing accounts to verify accuracy of information on file
- Implemented new procedures related to credit review process as needed
- Developed comprehensive knowledge of credit policies, procedures and regulations
- Coordinated with external auditors during annual audits of credit processes
- Assisted customers with questions or concerns regarding their loan application and authorization processes
- Interviewed credit applicants by telephone or in-person to obtain personal and financial data needed to complete credit reports
- Processed credit applications and verified customers' financial information to authorize loans
- Consulted with customers to resolve complaints and verified financial and credit transactions
- Accurately entered customer information into computerized database system for analysis and review by credit manager
Personal Banking Associate
KCB Bank
01.2015 - 07.2018
- Engaged customers in day-to-day advice needs, service transactions, digital education, and customer problem resolution related to banking solutions
- Understood customer needs and guided customers to the right contact person for appropriate solutions while exercising good judgement in confidential matters
- Built customer confidence on emerging digital banking trends by educating them on mobile, ATM, and online banking
- Supported the frontline staff with scheduled cash and non-cash transactions; resolve critical issues and report non-standard matters to management
- Helped clients open new accounts, close accounts, and update account details
- This also involved ensuring the client understands account features, fees, and how to use various services
- Recommended improvements to work practices, branch operations and processes to enhance customer experience and achieve operational excellence
- Participated in the timely and accurate completion of business processes and procedures
- Ensured prepared documentation is accurate, reflects business intentions, and is consistent with relevant regulations and Bank's Code of Conduct and Ethics
- Helped build a positive and equitable work environment by promoting team effectiveness, participating in personal performance development and sharing industry knowledge to achieve common objectives
- Provided basic financial advice, such as tips for budgeting or saving, or recommend services that could help with a client's financial goals
Education
Bookkeeping & Quickbooks -
Working Skills Centre
12.2024
Bachelor of Commerce - Finance
KCA University
11.2017
CPA Designation -
Kenya Accountants and Secretaries National Examination Board
05.2015
Skills
- Excellent written and verbal communication skills coupled with the ability to communicate simply financial information to non-financial stakeholders
- Excellent attention to detail, analytical skills, problem solving skills with the ability to identify, resolve and communicate complicated financial issues
- Strong organizational capabilities, time management skills and the ability to prioritize, manage and meet multiple tasks and deadlines simultaneously
- An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges
- Passionate commitment to helping customers,a focus on delivering a personal experience to customers,
- Proven leadership and coaching skills with strong interpersonal skills and relationships building with staff and clients
- Resourceful self-starter with courage and confidence to approach customers
- Advanced knowledge of Microsoft Office (Excel, Word, Outlook), banking system software and intermediate experience with QuickBooks, enhancing efficiency in financial record-keeping and reporting
- Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications
- Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits
Timeline
Credit Officer
Equity Bank
09.2018 - 08.2023
Personal Banking Associate
KCB Bank
01.2015 - 07.2018
Bachelor of Commerce - Finance
KCA University
CPA Designation -
Kenya Accountants and Secretaries National Examination Board
Bookkeeping & Quickbooks -
Working Skills Centre
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