Joseph Wachira

Results driven and customer focused professional with experience in banking operations. Skilled in client relationship management, debt collection, sales support, complaint resolution and regulatory compliance. Experienced in handling customer accounts, negotiating payment commitments and supporting recovery efforts and ensuring compliance with CBK regulations and internal policies.

Customer service officer - Family bank limited

(2025-01)

• Handle customer inquiries and provide timely resolution.
• Assist customers with digital banking and digital loan services.
• Support collection efforts through follow ups and payment reminders.
• Support branch sales and retention initiatives through excellent customer experience.
• Maintain accurate customer records while ensuring adherence to KYC.
• Identify and flag documentation inconsistencies, reducing processing errors.
• Conduct account reconciliation and data analysis for reporting purposes.

Operations officer Teller - Family bank limited

(2019-01 - 2024-12)

• Supported daily branch operations while ensuring operational compliance
• Assisted customers with loan repayments through account servicing.
• Supported reconciliation of customer accounts and branch ledgers.
• Educated customers on self-service channels and digital banking platform.
• Maintained proper documentation as per set KYC standards
• Built strong customer relationships through efficient and professional service delivery.

Intern Operation and Credit Department - Family Bank

(2018-01 - 2019-12)

• Supported daily branch operations and credit administration activities.
• Assisted in customer follow up and documentation processes.
• Supported account monitoring and reporting activities.
• Assisted in achieving branch operational and sales targets.

Bachelor of Economics and Finance - Economics and Finance - Kenyatta university (2013-01 - 2016-12)

Kenya Certificate of Secondary Education - Kijabe boys high school (2009-01 - 2012-12)

Kenya Certificate of Primary Education - Limuru Model Primary School (2001-01 - 2008-12)