Tabitha Wangari

As a results-oriented finance professional with a Bachelor's degree in Business Management (Finance & Banking) and CPA K- ASSOC/5479. Demonstrated experience in maintaining financial records, risk assessment, budgeting, credit analysis, portfolio management, relationship management, and day-to-day bank operations. Proficient in loan processing, customer onboarding, cash handling, marketing, and cross-selling of banking products and services.

Skilled in managing client portfolios, offering tailored financial solutions, and contributing to operational efficiency and sustainable growth. Seeking to leverage my technical knowledge, analytical skills, and hands-on banking experience to contribute to an organization's financial excellence and growth.

Relationship Officer Retail and Consumer at Commercial International Bank (CIB) (2025-10 – 2025-02)

• Acquiring new customers and growing the bank's business portfolio through marketing and business development activities.
• Managing and maintaining strong relationships with existing clients to improve customer retention and satisfaction.
• Cross-selling and upselling banking products such as loans, accounts, cash management solutions, and digital banking services.
• Assisting customers with banking inquiries, account services, and financial solutions while ensuring excellent customer service delivery.
• Conducting daily credit analysis, loan appraisal, and preparation of credit applications.
• Monitoring customer portfolios to ensure quality loan performance and compliance with bank policies.
• Ensuring compliance with KYC (Know Your Customer), AML (Anti-Money Laundering), and banking regulations.
• Maintaining accurate customer records, documentation, and portfolio reports in the bank systems.
• Following up on customer requests, complaints, and operational issues to ensure timely resolution.
• Conducting market research and competitor analysis to identify new business opportunities and improve service delivery.
• Collaborating with internal departments such as Credit, Compliance, Operations, and Legal to facilitate efficient service delivery.
• Supporting deposit mobilization and revenue generation initiatives to enhance profitability and portfolio growth.

Relationship Officer-Biashara Banking at Equity Bank Limited (2021-01 – 2025-09)

• Onboard retailers and customers across various Ecosystem value chains and digital platforms (PWE, EAZZY APP, etc.).
• Identify prospective leads and recruit new customers.
• Conduct outreach and manage relationships for customer retention.
• Utilizing existing partnerships through data mining to expand the customer base.
• Supporting branch business targets by achieving sales, portfolio growth, and customer service objectives.
• Guiding customers through the loan application process, including business and home visits to verify financial information and securities.
• Ensuring timely loan approval and disbursement within SLAs.
• Present client requests for approval and manage security perfection and disbursement.
• Initiating recovery processes for overdue accounts.
• Conducting market outreach to onboarding new customers.
• Cross-selling and upselling bank products through Marketing and Sales.
• Recruiting ecosystems by leveraging established relationships.
• Adherence to set standards and compliance to bank rules during appraisals and disbursements.
• Training branch staff on Bank Credit products, Biashara Banking lending policies, procedures, and other new products.
• Ensuring compliance with banking regulations, KYC requirements, AML policies, and internal credit procedures.
• Collaborating with Credit, Operations, Compliance, and other departments to ensure efficient service delivery.
• Ensuring compliance with credit policies and act as the custodian of bank policies in the branch.
• Conducting customer visits and business monitoring to assess financial performance and relationship growth opportunities.
• Providing high-standard customer service, fast-track loan processes, and give prompt feedback on loan requests while Liaising with internal and external stakeholders in the branch environment.
• Mobilize clients for financial literacy training and guide them on maintaining proper records.
• Offering excellent communication skills.
• Effective Turn Around Time.
• Handling customer inquiries, complaints, and service requests professionally and ensuring timely resolution.
• Giving feedback and response in good time and being available when needed by customers.
• Maintain an up-to-date portfolio management toolkit for efficient customer follow-up.
• Conduct post-disbursement visits and baseline all customers.
• Deposit Mobilization to ensure client accounts are well funded to prevent default.
• Monitoring customer accounts and loan portfolios to ensure quality performance and minimize default risk.
• Conducting credit analysis, customer assessments, and loan appraisals before recommending credit facilities.
• Following up on loan repayments and supporting collection and recovery efforts for overdue accounts.
• Identifying customer financial needs and recommending suitable banking solutions such as loans, savings, trade finance, insurance, and digital banking products.
• Preparing portfolio performance reports, customer reviews, and business growth reports for management.
• Monitoring portfolio risk and maintaining asset quality through regular customer engagement and account reviews.

Relationship Officer; Operations at Equity Bank Limited (2019-01 – 2021-12)

Customer Service Roles

• Handling customer inquiries through phone calls, emails, face-to-face interactions, and digital platforms.
• Assisting customers with account opening, account updates, deposits, withdrawals, ATM issues, mobile banking, and other banking services.
• Resolving customer complaints promptly and escalating complex issues to relevant departments when necessary.
• Explaining bank products, procedures, security requirements, and service processes to customers clearly and professionally.
• Maintaining high standards of customer experience and ensuring customer satisfaction at all times.
• Capturing and updating customer information accurately in the bank systems and maintaining proper documentation.
• Cross-selling and marketing bank products and services such as loans, savings accounts, insurance, mobile banking, and remittance services to increase customer value.
• Supporting branch operations by responding to customer feedback and reporting recurring issues to management.
• Ensuring compliance with banking regulations, internal policies, and anti-fraud procedures.
• Managing customer relationships professionally to promote customer retention and loyalty.
• Supporting digital banking and mobile banking services by helping customers navigate platforms like Eazzy Banking and other Equity digital services.
• Coordinating with internal departments to ensure timely resolution of customer issues and efficient service delivery.

Relationship Officer; Operations at Equity Bank Limited (2019-01 – 2021-12)

Teller Roles

• Receiving and processing customer deposits, withdrawals, transfers, and cheque transactions accurately.
• Verifying customer identities and ensuring transactions comply with banking policies and anti-fraud procedures.
• Counting and balancing cash in the till at the beginning and end of the day to ensure accuracy.
• Handling cash, cheques, RTGS, EFT, bankers' cheques, and other banking instruments efficiently.
• Assisting customers with inquiries related to accounts, ATM cards, mobile banking, and bank products.
• Detecting counterfeit money, suspicious transactions, and reporting irregular activities to supervisors.
• Providing excellent customer service and maintaining professional customer relationships.
• Cross-selling bank products such as loans, savings accounts, insurance, mobile banking services, and cards.
• Maintaining accurate transaction records and proper filing of banking documents.
• Supporting branch operational activities such as ATM balancing, vault cash handling, and cheque processing.
• Ensuring confidentiality of customer information and adherence to banking regulations and internal controls.
• Managing queues and ensuring quick turnaround time for customers in the banking hall.

Attaché at Kenya Women Microfinance Bank (2017-09 – 2017-12)

• Performing data entry, filing, and updating customer information in the banking system.
• Assisting in daily branch reconciliation and balancing activities.
• Supporting customer service by responding to inquiries and directing clients appropriately.
• Learning operational procedures, internal controls, and compliance requirements.
• Assisting in preparation of operational reports and maintaining proper records.
• Supporting branch administration and document management.
• Assisting in monitoring digital banking services such as M-PESA, mobile banking, and ATM support activities.
• Observing confidentiality and compliance with banking regulations and policies.
• Supporting customer relationship management and ensuring quality customer service delivery.
• Assisting loan officers in receiving and processing loan applications.
• Helping in verification of customer documents and loan appraisal documentation.
• Participating in customer follow-ups regarding loan repayments and loan status.
• Assisting in monitoring loan repayment schedules and arrears management.
• Supporting field visits for client assessment, business evaluation, and group meetings.
• Learning credit analysis and risk assessment procedures.
• Assisting in preparation and filing of loan documents and customer records.
• Attending financial literacy training sessions and customer group meetings organized by the institution.

Master of Business Administration in Business Administration – Open University of Kenya

Bachelor of Business Management in Finance and Banking – Moi University Main Campus (2014-01 – 2019-12)

Kenya Certificate of Secondary School Education (K.C.S.E) – Goshen Sacred High School (2010-01 – 2013-12)

Kenya Certificate of Primary Education (K.C.P.E) – Kahia Academy (2008-01 – 2009-12)