Anna Muthui

As a relationship officer my duties are;

Client Relationship Management: Building and maintaining strong relationships with clients by understanding .

Customer Support: Providing assistance to clients, addressing inquiries, resolving complaints,

Sales and Upselling: Identifying opportunities to sell products or services, cross-sell or upsell offerings that align with clients' needs.

Account Management: Overseeing client accounts, ensuring they are well-maintained, and facilitating any necessary updates or changes.

Communication: Regularly communicating with clients through phone, email, or face-to-face meetings to maintain engagement and provide

Problem Resolution: Handling issues or concerns clients may have, collaborating with other departments to find appropriate solutions.
. Client Retention:

Key responsibilities as customer service officer/front office officer

1. Reception and Visitor Management: Greeting visitors, clients, or customers, directing them to the appropriate staff members or departments, and maintaining a visitor log.

2. Phone and Email Handling: Answering phone calls, transferring calls to the relevant departments, and managing incoming emails or queries. Front office staff often handle customer inquiries or provide information about the company.

3. Appointment Scheduling: Coordinating meetings, appointments, and conference room bookings for staff or management.

4. Office Supplies and Equipment Management: Ensuring that office supplies are stocked, managing inventory, and making orders when necessary. This also includes overseeing office equipment and ensuring it is operational.

5. Document Management: Handling incoming and outgoing mail, packages, and faxes.

6. Data Entry and Record Keeping: Updating databases, entering information into systems, and maintaining accurate records of contacts, transactions, and communications.

7. Handling Payments done by the customers

8. Providing Administrative Support: Assisting managers or other team members with tasks such as preparing reports, filing, data entry, and other office-related duties.

9. Customer Service: Assisting clients or customers with inquiries, complaints, or service-related issues, providing excellent customer service and ensuring client satisfaction.

10. Maintaining Office Cleanliness and Organization: Ensuring that the front office area is tidy, presentable, and conducive to a professional work environment.

2. Chief Cashier:

Supervising Cashiers: Oversee the team of cashiers, ensuring that all banking operations are running smoothly and in compliance with regulations.

Cash Flow Management: Manage the bank’s cash reserves, ordering additional cash when necessary and ensuring proper distribution across different branches or departments.

Cashier Training: Train new cashiers, offering guidance on procedures, customer service, and safety protocols.

Monitoring Transactions: Ensure that all cashier transactions are handled accurately, and investigate discrepancies or suspicious activities.

Reporting: Prepare and submit reports on daily cash flow, audit results, and any irregularities for management review.

3. Operations Officer:

Operational Management: Ensure that daily banking operations are running efficiently, including cash handling, customer transactions, and back-office functions.

Policy Enforcement: Ensure adherence to operational procedures, banking regulations, and risk management protocols.

Process Improvement: Identify opportunities for improving operational processes and procedures to enhance efficiency and customer satisfaction.

Audit and Compliance: Conduct regular audits of banking operations to ensure compliance with internal and external regulations.

Problem Resolution: Resolve any operational issues or customer complaints related to banking services and procedures.

4. Relationship Officer:

Customer Relationship Management: Build and maintain strong relationships with customers, understanding their banking needs and offering appropriate solutions.

Sales and Marketing: Promote bank products and services, such as loans, credit cards, and savings accounts, to potential customers.

Account Management: Assist clients in managing their accounts, providing advice on financial products, and guiding them in making informed decisions.

Problem Resolution: Address and resolve customer complaints, ensuring a high level of satisfaction.

Reporting: Maintain customer records and provide feedback to management on customer trends and needs to improve services and products.

I have completed katc intermediate and katc final

Cpa 1-4