Sophia O Swai
Mwanza,Tanzania
Summary
Accomplished banking professional with extensive expertise in customer service and experience, sales target achievement, and retail and priority banking. Demonstrates proficiency in cross selling and upselling, account opening and KYC compliance, relationship management, AML monitoring and risk mitigation. Adept at cash and ATM management, banking operations and reconciliations, with a strong customer-focused attitude. Excels in multitasking efficiency, sales support, Microsoft Excel database management, persuasive selling, query management, health and safety compliance, and regulatory compliance. Committed to leveraging skills to drive business growth while ensuring exceptional customer satisfaction.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Branch Sales and Service Executive
Standard Chartered Bank
Mwanza
04.2018 - 04.2025
- Assisted individuals to obtain personal loans through marketing and processing of loan applications.
- Attended and managed customer requests, queries and complaints and ensured prompt resolutions and enhanced customer experience.
- Developed and maintained strong relationships with existing and potential clients hence acquired new customers and grew branch portfolio.
- Provided efficient after sale services to customers and ensure regular visits, meetings and follow ups to strengthen relationships.
- Assisted and supported Business Banking by collecting documents and opening business accounts hence growth in liability and forex transactions.
Branch Teller
Standard Chartered Bank
Mwanza
10.2016 - 03.2018
- Processed daily counter transactions for cash/cheque deposit, withdrawals, current and fixed deposit accounts, remittances, drafts telegraphic transfers, cashier’s orders, currency exchange and other retail client’s products.
- Acted as vault custodian /ATM Custodian.
- Received, issued and reconciled customer deliverables such as ATM cards, cheque books and left items.
- Managed ATM cash and made sure that the ATM functioned all the time as a custodian.
- Promoted and cross-sell bank products such as accounts, loans and over drafts, fixed deposits, forex, internet banking mobile banking etc.
Customer Experience Officer
Standard Chartered Bank
Mwanza
03.2013 - 09.2016
- Attended and managed customer requests, queries and complaints and ensured prompt resolutions and enhanced customer experience.
- Promoted and cross-sell bank products such as accounts, loans and over drafts, fixed deposits, forex, internet banking mobile banking etchence increased branch performance and portfolio growth.
- Properly identified customers during receipt of instructions and delivery of deliverables such as cards, cheque books and ensured compliance and prevented fraud.
- Managed walk-in clients and ensure records of prospect customers is kept and followed up.
- Received and processed customer instructions such as TTs, cheque book requests, standing orders, customer instructions, fixed deposits, debit card requests etc.
- Issued and reconciled deliverables debit cards cheque books, counter cheques and left items.
- Managed banking hall by ensuring availability of all customer instruction forms and proper arrangement all time.
AML Officer
Standard Chartered Bank
Mwanza
07.2012 - 03.2013
- Collected and updated customer data in accordance with KYC and BOT requirements.
- Verified Identities and ensured customer records met compliance standards.
- Supported the banks AML efforts by monitoring and updating customer information in the core system.
Education
Bachelor of Commerce - Finance
UDOM
Tanzania 01.2009 - 07.2011
Skills
- Customer Service and Experience
- Sales Target Achievement
- Cross Selling and Upselling
- Account Opening and KYC Compliance
- Relationship Management
- AML Monitoring and Risk Mitigation
- Cash and ATM Management
- Banking Operations and Reconciliations
Accomplishments
- Constantly met and exceeded sales target by achieving up to 50% above my yearly target for 2024.
- Retail Banking Excellency Award as Best Sales Person in Asset.
- Maintained 100% compliance in all documentation and KYC process preventing audit findings.
- Increased customer satisfaction and retention by delivering personalised financial solutions resulting in to 20% increase in repeated business.
- Brought in a Successful increased penetration of key products like personal instalment loans, fixed deposits and savings account cross selling and upselling.
Languages
English
Fluent
Swahili
Fluent
REFEREES
- Dickson Mosha, Regional Branch Manager, Standard Chartered Bank, Mwanza, Tanzania, 0768 498995, DicksonHenry.Mosha@sc.com
- Daniel Mwanyika, Service Quality and Compliance Manager, KCB (T) Ltd, Mwanza, Tanzania, 0755 287 844, dmwanyika@tz.kcbbankgroup.co
- Benard Nzalla, Relationship Manager Business Banking, National Microfinance Bank, Southern Zone, Tanzania, 0767 929 081, Benard.nzala@nmbbank.co.tz
Timeline
Branch Sales and Service Executive
Standard Chartered Bank
04.2018 - 04.2025
Branch Teller
Standard Chartered Bank
10.2016 - 03.2018
Customer Experience Officer
Standard Chartered Bank
03.2013 - 09.2016
AML Officer
Standard Chartered Bank
07.2012 - 03.2013
Bachelor of Commerce - Finance
UDOM
01.2009 - 07.2011
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