Ellah Kinyua

Results-driven Personal Banker with over 6 years' experience in retail banking, credit analysis, and customer relationship management within the Cooperative Bank of Kenya. Proven ability to drive loan growth, manage credit risk, cross-sell financial products, and deliver excellent customer service while adhering to credit policy and regulatory standards. Strong analytical, sales, and interpersonal skills.

Personal Banker at COOPERATIVE BANK OF KENYA (2023-01 – 2026-03)

• Drive sales of personal banking products by identifying customer needs and offering tailored financial solutions.
• Take ownership of the Co-op Personal Loan portfolio and consistently work towards achieving set sales targets.
• Cross-sell products including Co-op Cards, Jumbo Junior Accounts, Current Accounts, and Fixed Deposits.
• Maintain accurate sales performance records and reports.
• Manage banking hall operations, ensuring efficient customer flow, safety, and service excellence.
• Resolve customer queries and complaints promptly, escalating complex issues where necessary.
• Ensure strict adherence to service standards and delivery of world-class customer experience.
• Conduct reasonableness checks on loan applications, ensuring compliance with credit policy before submission for merit scoring.

Sales Executive at COOPERATIVE BANK OF KENYA (2019-01 – 2022-12)

• Approved loan applications within delegated limits and escalated higher-value loans for management approval.
• Conducted client interviews to gather accurate financial and personal information for loan assessment.
• Analyzed applicants' creditworthiness using financial statements, credit histories, and property evaluations.
• Educated customers on available loan products, credit options, and applicable terms.
• Compiled and reviewed loan documentation to ensure accuracy and policy compliance.
• Prepared repayment schedules and maintained updated credit files.
• Liaised with credit analysts for verification and recommendation of loan applications.
• Handled customer complaints professionally and ensured timely resolution.

Industrial Attachment at TAIFA SACCO SOCIETY LIMITED (2016-05 – 2016-07)

• Assisted in opening member accounts and maintaining customer records.
• Prepared cash books and bank reconciliation statements.
• Supported front-office operations at the customer service desk.
• Gained hands-on exposure to SACCO operations and financial procedures.

Bachelor of Business Management in Finance & Banking Option – Karatina University (2013 – 2017)

Kenya Certificate of Secondary Education (KCSE) – Gataragwa Girls Secondary School (2008 – 2012)