Summary
Overview
Work History
Education
Skills
Languages
Key Achievements
Accomplishments
References
Timeline
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JUMA JUMA SAID

MOROGORO

Summary

Results-driven banking and IT professional with 5+ years’ experience in banking operations, customer service, and digital systems support. Proven ability to drive Internet & mobile banking adoption, client onboarding, and relationship management. Skilled in cross-selling digital products, process improvement, and customer satisfaction enhancement, with a strong background in information systems and technical troubleshooting. Dedicated to supporting digital transformation and financial inclusion through innovation and exceptional service delivery.

Overview

6
6
years of professional experience

Work History

DIGITAL RELATIONSHIP OFFICER

EXIM BANK
MOROGORO, TANZANIA
10.2023 - Current
  • Onboarded over 300 new customers annually to Internet Banking and mobile platforms, increasing digital adoption rates by 25%.
  • Resolved 95% of customer complaints within SLA timelines, significantly improving client satisfaction.
  • Consistently exceeded sales targets by cross-selling and upselling bank products, contributing to branch revenue growth.
  • Processed account openings, closures, and maintenance with 100% compliance to policies and procedures.
  • Monitored and reported suspicious transactions, strengthening branch compliance, and risk management.
  • Supported branch staff and clients with technical troubleshooting and the usage of banking software systems.
  • Received recognition for excellent customer service delivery, and high customer retention.

Relationship Officer

EXIM BANK
TANGA, TANZANIA
02.2020 - 10.2023
  • Assisted clients in navigating financial products and services offered by the bank.
  • Developed client relationships through regular communication and personalized service.
  • Coordinated with internal teams to ensure timely processing of client requests.
  • Conducted market research to identify potential business opportunities for clients.
  • Maintained accurate records of client interactions and transactions for reference.
  • Provided financial advice to clients based on their needs and goals.
  • Organized client meetings to discuss account performance and future needs.
  • Resolved client inquiries and issues promptly to maintain satisfaction levels.
  • Educated clients on compliance regulations and banking policies effectively.

Education

Bachelor of Information Technology -

University of Dodoma
Dodoma Tanzania

Skills

  • Customer relationship management
  • Internet & Mobile Banking Platforms
  • Customer Onboarding & Relationship Management
  • Banking Operations & Compliance
  • Sales, Cross-Selling & Upselling
  • Data Analysis & Reporting
  • Technical Support & Troubleshooting
  • Fraud Monitoring & Risk Management
  • System Design & Database Management
  • Communication, Negotiation & Leadership

Languages

Swahili
First Language
English
Upper Intermediate (B2)
B2

Key Achievements

  • Boosted digital banking adoption through targeted customer onboarding and training sessions.
  • Increased customer satisfaction scores by 20% through proactive service and timely issue resolution.
  • Successfully implemented an IT portal solution at UDOM, enhancing efficiency and stakeholder satisfaction.

Accomplishments

  • Foundation in digital marketing certificate
  • Basic training in cybersecurity and compliance

References

  • Ibrahimu Ukwaju | Branch Manager, Exim Bank Morogoro
    📞 +255 713 357 362 / +255 746 989 946 | ✉️ ibrahimu@eximbank.co.tz
  • Kuyela Mshama | Branch Manager, Exim Bank Tanga
    📞 +255 754 406 969 | ✉️ kuyelam@eximbank.co.tz

Timeline

DIGITAL RELATIONSHIP OFFICER

EXIM BANK
10.2023 - Current

Relationship Officer

EXIM BANK
02.2020 - 10.2023

Bachelor of Information Technology -

University of Dodoma

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JUMA JUMA SAID