Bill Kwame Okanda

Banking and Payment Services Professional with a Bachelor of Science in Economics from USIU-Africa and professional certifications from Moody's Analytics. Over three years of direct banking operations experience at Equity Bank Kenya with expertise in banking operations, customer service, regulatory compliance, and government securities. Demonstrated track record of maintaining high customer satisfaction (94% over 12 consecutive quarters), reducing government securities query resolution time by 39%, and improving branch first-contact resolution from 71% to 86%.

Strong understanding of monetary policy, financial system regulation, and commitment to financial inclusion.

Banking Operations & Customer Service Officer - Equity Bank Kenya - Kenya

• Guided customers through government securities investments and DhowCSD system navigation, resolving queries on Treasury Bills, Bonds, and account management
• Maintained accurate compliance with banking laws and regulations including the Banking Act, the Public Finance Management Act, and Treasury guidelines on signing instructions for both National and County Government accounts
• Participated in branch-level MPC survey data collection, compiling and submitting economic conditions reports to Head Office within deadline
• Sustained 94% customer satisfaction score over 12 consecutive quarters
• Reduced average government securities query resolution time by 39%
• Improved branch first-contact resolution from 71% to 86% through a structured customer feedback initiative

Bachelor of Science - Economics - USIU-Africa