Jacob Sato

Customer service relationship officer, well conversant with office management, operational risk management, customer onboarding process, Cash management as well as People Management. Experienced bank teller with exceptional cash handling skills and a proven record in mitigating money laundering and zero losses.

Superb Complaints resolution skills: I quickly identify and resolve customer issues. I excelled in updating and resolving at least ten complaints on the CRM system with minimal recurrence. Result driven and innovative sales professional with a successful record of generating revenues.

Teller at Stanbic Bank Kenya (2025-04 – Present)

Teller responsible for cash handling, fraud detection, and customer service at Stanbic Bank Kenya.

• Ensure there are zero cash differences by strictly adhering to set cash handling procedures
• Guard against fraudulent transactions by subjecting to UV light all cheque deposit, all cheque withdrawals and identity documents
• Ensure that all items cashed are within laid-down limits and refer all transactions exceeding limits to the appropriate area for confirmation and authorization to mitigate losses
• Ensure that items cashed are technically correct and signed, according to customers' mandates, to avoid losses that may arise because of disputes
• First level customer interface and interaction for queries, receipt of instructions/requests and direction to appropriate desk where required to ensure excellent customer experiences
• Adhere to all laid-down policies and procedures regarding the handling, locking away and security of cash/assets to avoid losses
• Balance cash daily and report any differences promptly

Teller at Faulu Microfinance Bank (2020-10 – 2024-08)

Teller executing funds transfer instructions and maintaining cash balance with zero differences.

• Executed Funds transfer instructions in form of RTGS, Telegraphic Transfers, Western Union Money Transfers, Inhouse Cheque Processing, and Outward Cheque posting for onward clearing
• Ensured there was zero cash difference by strictly adhering to set cash handling procedures
• Observed set teller limits on customer transactions, hence mitigated losses
• Confirmed and maintained balanced physical cash in teller tills within teller limits that led to accurate record keeping within the period
• Observed the laid down KYC, AML, and other bank's operational guidelines

Customer Service Officer at Faulu Microfinance Bank (2017-12 – 2020-10)

Customer Service Officer responsible for account reactivation, debt collection, and complaint resolution.

• Followed up on Dormant account holders for account reactivation and utilization
• Followed up on UFAA accounts pending closure and remittance of funds and salvaged Current account balances of at least five hundred thousand
• Made debt collection calls, following up on overdue loan repayments to mitigate branch portfolio at risk (PAR) spillages. Reduced branch PAR from 26.5% to 21.2%
• Resolved product queries by clarifying the customers' complaints, determining the cause of the problem, selecting and explaining the best solution then ensuring resolution on the CRM System. Achieved branch NPS score of 9/10
• Updated and managed branch petty cash ensuring prudent use of resources
• Provided Bank's Operational Support and ensured smooth routine adherence within the set SLAs
• Upheld a high degree of the bank's ethical and professional standards ensuring consistency of service delivered in collusion with team members
• Ensured smooth queue management by clients and adherence to general banking hall protocols, achieving orderliness
• Ensured Cleanliness and tidiness of banking hall and ATM areas
• Ensured marketing merchandise, i.e., fliers and notices were well displayed at the banking hall reducing commotion in the hall

Accounts Clerk at Ken-Rovers Garage Limited (2016-05 – 2017-09)

Accounts Clerk managing invoicing, payments, customer records, and petty cash.

• Issuing Invoices to customers and followed up payments within set accrual timelines, ensuring timely collection of funds
• Ensured accuracy of customer files and records minimizing errors on customer data and its integrity
• Filed and ensured timely remittance of statutory returns VAT, PAYE, NHIF, NSSF, saving the company from losses incurred via penalties due to overdue payments
• Updated and managed Petty Cash of Kes. 50,000 per month ensuring prudent use of resources
• Inputting and reviewing data in the company QuickBooks system to manage inventory and accruing accounts ensuring accurate collection and timely reorder of stock
• Conducted reconciliations of company bank accounts against received payments ensuring accuracy of company financial position
• Generated accurate, useful, and timely reports for information and decision making by the management

Bachelor of Science in Mathematics - Applied – South Eastern Kenya University (2011 – 2014)

Certified Public Accounts Course in Accountancy – Aberdeen College of Accountancy (2011 – 2013)

Computer Proficiency Course in Information Technology – Koiltech Computer College (2010 – 2011)

High School Diploma in General Education – Kapsabet Boys High School (2006 – 2009)

Primary School Certificate in General Education – Kamoiywo Preparatory School (1997 – 2005)