Purity Okemwa

Dynamic and results-oriented Banking, Credit Operations and Customer Service with over 10 years of experience across telecommunications and financial services. Experienced in customer relationship management, loan servicing, client on boarding, credit operations support, regulatory compliance, digital financial services, and complaint resolution. Skilled in delivering exceptional customer experiences, handling high-volume client interactions, resolving complex service issues, supporting loan portfolio management, and promoting financial products that meet customer needs.

Demonstrates strong knowledge of KYC/AML compliance, customer retention strategies, and operational excellence within fast-paced, customer-focused environments.

Customer Service Officer at Mwananchi Credit Limited (2026-04 – Present)

• Deliver exceptional customer service by handling client enquiries relating to loans, repayments, account status, and company products.
• Guide customers through the loan application process and ensure complete and accurate documentation.
• Verify customer information and ensure compliance with KYC, AML, and internal credit policies.
• Resolve customer complaints promptly while maintaining high service standards and customer satisfaction.
• Support loan disbursement and repayment processes by coordinating with internal departments.
• Educate clients on available credit” products and recommend suitable financial solutions based on their needs.
• Maintain accurate customer record and update client information within internal systems.
• Follow up on customer requests, loan applications, and service issues to ensure timely resolution.
• Assist in customer retention initiative’ through relationship management and quality service delivery.
• Prepare daily and monthly customer service and operational reports for management.

Customer Experience Executive at Safaricom PLC (2017-08 – 2025-10)

• Resolved complex mobile financial and billing issues for 50+ premium and retail clients daily.
• Executed high-volume digital payments, merchant settlements, and M-Pesa reversals with zero variance.
• Ensured 100% adherence to AML/KYC protocols and educated users on financial fraud prevention.
• Maintained a 95% CSAT rating and exceeded quarterly product sales quotas by 15%.
• Verified client identification and paperwork during any service to ensure account details are complete.
• Liaised with technical teams on corporate merchant integrations and mentored 12 new agents.
• Analysed weekly transaction friction points and spearheaded user feedback loops for interface updates.
• Informed clients on various company offers that fit their needs.
• Cross-sold value-added digital products and wealth management features like M-Shwari and KCB M-Pesa.
• Supported internal audits by maintaining meticulous customer records and flawless documentation trails.
• Managed end-to-end customer lifecycles to increase customer retention and reduce churn rates.
• Troubleshoot deep-tier system glitches affecting corporate merchant payment integrations.

Bank Teller at Family Bank Ltd (2014-04 – 2016-08)

• Conducted cash handling, check processing, and forex exchanges for corporate and retail accounts.
• Balanced vault operations and teller cash drawers daily with zero variance.
• Enforced rigid Central Bank of Kenya, KYC, and AML screening procedures.
• Referred counter clients to personal consultants, boosting branch account openings by 10%.
• Updated core banking terminals daily and managed the timely routing of local clearing checks.
• Controlled the physical verification and counting of high-volume bulk drops from corporate clients.
• Managed the secure issuance of banker’s drafts, demand drafts, and international telegraphic transfers.
• Minimized counter wait times to directly improve the overall branch Net Promoter Score (NPS).
• Accelerated branch profitability by aggressively driving mobile app registrations and cross-selling core retail products to active account holders.

BACHELOR OF ARTS (SOCIAL SCIENCES) – SECOND CLASS UPPER DIVISION in SOCIAL SCIENCES – MAKERERE UNIVERSITY

KENYA CERTIFICATE OF SECONDARY EDUCATION – B (PLAIN) – NJORO GIRLS SECONDARY SCHOOL