Eva Mukami

Detail-oriented Client Service and Operations professional with over three years of experience supporting client service delivery, client onboarding, customer administration and financial operations within a regulated SACCO environment. Experienced in handling walk-in clients, telephone and email enquiries, reviewing onboarding documentation, conducting KYC and AML compliance checks, updating client records, resolving service requests and maintaining accurate documentation. Skilled in CRM principles, Microsoft Office, reporting, records management and stakeholder engagement.

Recognized for excellent communication, attention to detail, professionalism and commitment to delivering exceptional client service while maintaining confidentiality and compliance with regulatory requirements.

FOSA Customer Support Officer - Magereza DT SACCO Society Ltd - Nairobi, Kenya

(2024-01)

• Serve as the first point of contact for over 26,000 SACCO members, providing professional support through walk-in service, telephone, email and digital channels.
• Support client onboarding by receiving, reviewing, verifying and processing account opening documentation while ensuring compliance with KYC and AML requirements.
• Conduct initial completeness and compliance checks on client documentation before processing, ensuring accuracy and adherence to organizational procedures.
• Process client account update requests and maintain accurate client records within the banking system.
• Handle over 1000 customer enquiries weekly, providing timely updates on account status, transactions, loan applications and service requests.
• Log, monitor and follow up on customer enquiries, complaints and pending documentation, ensuring timely resolution and excellent customer experience.
• Coordinate with internal departments to resolve client issues, escalate complex cases where necessary and ensure service standards are maintained.
• Maintain strict confidentiality of customer information in accordance with data protection and regulatory requirements.
• Prepare operational reports, update service records and support departmental reporting through accurate data entry and documentation.
• Contribute to continuous improvement of customer service processes through efficient record management and attention to detail.

ATM Officer - Magereza DT SACCO Society Ltd - Nairobi, Kenya

(2022-07)

Dual role

• Process SACCO Link card applications, ATM requests and related customer documentation while ensuring compliance with internal procedures.
• Investigate and resolve ATM-related customer issues including failed transactions, reversals, disputes and card-related enquiries.
• Perform daily reconciliation of ATM transactions and maintain accurate operational records.
• Conduct verification and compliance checks to support fraud prevention, AML requirements and operational risk management.
• Develop and maintain Excel-based reporting tools used for daily, monthly, and annual operational reporting.
• Liaise with internal departments and external service providers to ensure timely resolution of customer issues and uninterrupted service delivery.
• Support accurate record keeping, documentation management and reporting to improve operational efficiency.

Interior Design Advisor - Muthokinju Paints and Cement

(2021-01 - 2022-12)

• Delivered professional client consultations by understanding customer requirements and recommending suitable products and solutions.
• Managed customer enquiries through face-to-face interactions and follow-up communication to ensure high levels of customer satisfaction.
• Built strong client relationships through effective communication, professionalism and excellent service delivery.
• Maintained accurate customer records and coordinated with internal teams to facilitate timely service.

Bachelor of Technology (B.Tech.) - Information Communication Technology - Technical University of Mombasa (2015 - 2019)