Sarah Lidala

Direct Tele-collections Speak to tens of customers every day and help them build plans to clear their Apollo loan on time Meet daily, weekly, monthly and season-long targets for different metrics including Promises to Pay (PTP) booked, PTPs upheld, calls attempted and completed, etc.

CALL CENTRE AGENT REPAYMENTS ASSOCIATE - APOLLO AGRICULTURE

(2022-02)

• Direct Tele-collections
• Speak to tens of customers every day and help them build plans to clear their Apollo loan on time
• Meet daily, weekly, monthly and season-long targets for different metrics including Promises to Pay (PTP) booked, PTPs upheld, calls attempted and completed, etc.
• Creatively determine alternative ways to reach evasive farmers
• Demonstrate both compassion and toughness to ensure that customers always take your calls and trust your advice
• Creatively Use Technology
• Utilize individual dashboards to motivate yourself, set and accomplish goals, track how you are performing relative to your peers, and identify areas for improvement
• Use special technological tools to make special plans with customers that will maximize their chance of repayment
• Support the engineering team in continually improving the provided tools by sharing feedback about bugs or areas for technological improvement
• Distill feedback received from farmers to guide strategy
• Collaborate and See The Big Picture
• Share strategies that you've developed with the entire team to help others improve
• Think critically about the larger themes you encounter in your conversations with customers and be ready to provide insight to repayments leadership

Credit officer/Relationship officer - CENTURY MICROFINANCE BANK

(2015-03 - 2017-08)

Credit Department - Operations

• Appraising and assessing credit facility(loan applications) within set limits and making recommendations to Head Office Credit Committee for approvals.
• Ensure compliance with service standards as per Service Level Agreements (SLA) and Anti Money laundering (AML) terms to support business growth and ensure efficient turnaround time (TAT) on facility approvals.
• Provide advice/coaching/guidance/training on all aspects of credit including policy and procedures, as may be required by Credit Departments and my other colleagues, loans' team and branch credit teams.
• Ensure customer complaints/enquiries on credit matters are addressed and are prudently and effectively resolved and if not they are escalated to the relevant authorities.
• Monitoring daily portfolio performance and Portfolio at Risk (PAR) with a view to maintain the required PAR acceptable.
• Provide leadership to Technical Agents assisting in our Mazao credit facility to ensure optimum performance.
• Provide technical input in development of new or repackaged credit products and support review from time to time of the policies and processes governing lending in the bank
• Assist to develop and ensure adherence to Century Microfinance Bank Credit/Lending Policies, CBK Prudential guidelines and best practice in approval and conduct of facilities within the delegated limits.

Customer service officer - CENTURY MICROFINANCE BANK

(2015-03 - 2017-08)

Customer Service

• Providing information regarding bank's products and services to customers
• Handling any inquiries and resolving customer complaints.
• Responding to customer requests and inquiries via phone or in person or via the internet.
• Cross selling bank products and services based on customer needs and in accordance
• Account opening in accordance to Century Microfinance Bank laid policies
• Prepare documents for amendment on customers' accounts to forward for supervision to the Branch Manager or supervisor.
• Cheque book application and issuance.
• Activating customer channels like mobile banking and ATM cards.
• Managing office petty cash

Management trainee - Direct sales trainee - COOPERATIVE BANK OF KENYA

(2014-01 - 2014-12)

• Opening accounts in the fields
• Data entry in the systems of the accounts opened
• Dormant account activation
• Cheque book application
• Reconcile all accounts opened and vouch the documents before inputting into the system
• Sales and marketing of the bank products
• Providing information regarding bank's products and services to customers
• Handling any inquiries and resolving customer complaint
• Responding to customer requests and inquiries via phone or in person or via the internet.

Graduate Trainee - Internship - National Bank of Kenya Ltd

(2011-10 - 2011-12)

• Providing information regarding bank's products and services to customers
• Handling any inquiries and resolving customer complaint
• Responding to customer requests and inquiries via phone or in person or via the internet.
• Cross selling bank products and services based on customer needs and in accordance
• Account opening in accordance to NBK Bank laid policies
• Prepare documents for amendment on customers' account to forward for supervision to the Branch Manager or supervisor.
• Cheque book application and issuance.
• Appraising and assessing credit facility(loan applications) within set limits and making recommendations to Head Office Credit Committee for approvals.
• Ensure compliance with service standards as per Service Level Agreements (SLA) and Anti Money laundering (AML) terms to support business growth and ensure
• Payment voucher preparation
• Post entries to the prime books
• Truncating cheques
• Posting salaries to customer accounts
• Managing branch's petty cash
• Savings transfers to gl and reversals

Bachelor of Commerce - Finance Option - Jomo Kenyatta University of Agriculture & Technology (2009 - 2012)

Kenya Certificate of Secondary Education - KCSE - Moi Girls High School, Vokoli (2003 - 2006)

Kenya Certificate of Primary Education - KCPE - Ndalu R.C Primary (1995 - 2002)