Alice Njomo

I am a highly-trained with more than 7 years of experience in credit and relationship management. Seeking a position that will enable me to apply administration and credit knowledge to advance processes of the organisation with the ability to develop and work extensively with the aim to expand my skills to a vast capacity.

July 2015 - Present: Rafiki Microfinance Bank

Position: Credit Administration Officer

Duties:

• Preparation of timely and accurate facility offer letters. 
• Ensure credit sanctions are in line with the credit policy.
• Participating in the induction of new staff on matters credit management.
• Security perfection and keeping of loan collaterals
• Disbursement of loans according to the approved terms and ensuring that all loan account balance, commissions and interest are properly calculated.
• Reviewing loans and limits maintained in the system to ensure they are booked as per the approval terms.
• Maintain an up-to-date register for all securities including valuations and insurances, and their maintenance in the banking system as well as safe custody of the same as per the control procedures.
• Collection of all loan related fees and commissions for all loan facilities.
• Review of accounts and classifying accounts under the early listing
• Trade finance Operations
• Preparation and presentation of loan disbursement reports.

• Championed Implementation of customer query management in credit administration unit that led to tracking of all customer queries thus sealing gaps on missed queries and tracking turnaround time on the same.
• Review loan maintenance process and procedure thus sealing gaps that led to improvement of booking process from 48 hours to 8 hours thus increasing customer satisfaction.
• Involved in the training of branch credit staff on security perfection and post credit approval procedure which resulted to a great comprehension on the subject and improvement on the turnaround time.
• Act as watch guard of the credit analysis team and ensuring that credit sanctions are in line with the bank’s approved credit policy. This improved the quality of offer letters sent to the customer and shortened the turnaround time of offer letters.

Position: Customer Experience Officer

Duties:

• Handle all inbound calls (Service and/or Complaints)
• Make outbound calls that support the business i.e., Quality calls and follow up calls.
• Attend to customers’ general queries. Provide breakthrough one stop service in a consistent, professional manner.
• Help identify service gaps and help put in place necessary corrective measures.
• Support Business Process Improvement by generating innovative ideas that reduce turn-around times on business process.
• Identify customer needs and cross-sell products effectively
• Assist the bank in dormancy reduction through calling customers to come activate accounts.

October 2022 - Present: Kenya School Of Credit Management

Financial Analysis For Lenders

(Completion date December 2022)

July 2022 - Present: United States International University, Africa

ACCA – F1, F2 and F3 Ongoing

May 2014 – April 2022: United States International University, Africa

International Business Administration, Concentration in Management