Marsha Njeru
Thika
Summary
Seasoned Retail Professional with over 7 years of experience in a reputable bank. Putting the customer first and maintaining client relations while aggressively cross selling personal and business products has enabled a consistency in surpassing my target KPIs over the period.
Overview
10
10
years of professional experience
Work History
Universal Banker
KCB Buru Buru
02.2024 - Current
- Retaining existing client relationships and creating new relations
- Ensuring customer satisfaction by providing excellent customer service
- Analysing market trends and improvising new ways of improving organisational procedures
- Cross selling and upselling various banking products and services
- Working closely with various departments to help drive sales in the branch
- Improving brand reputation and returns
Credit administration consultant
KCB Ruiru
06.2023 - 01.2024
- Pre-scoring customers to determine creditworthiness
- Appraising personal and business loans on time to improve Net Promoter Score and reduce Customer Effort Score
- Cross selling multiple products such as SME loans, Micro loans, ODS, ABFs, Mortgages, Insurance, Credit cards, deposits, and channel banking
- Raising vouchers and disbursing funds
- Ensuring Cheques are paid in funded accounts on time
- Following up on timely loan payments to reduce PAR and NPLs
Customer service consultant
KCB Ruiru
09.2021 - 06.2023
- Create new and maintain existing customer base to ensure retention of customers
- Customer relationship management to improve the bank brand
- Cross sell channel banking and other bank products to retain deposits
- Provision of services based on customers portfolio at a one stop point in an effort to satisfy the customer upon face value
Retail sales associate
KCB Thika
05.2016 - 09.2021
- Grow branch business assets, liability, digital financial services, Tills, Insurance, and Credit Card portfolio through marketing and cross-selling these products to achieve set targets
- Create excellent customer service and maintain good relations with both new and existing client bases to ensure customer retention
- Undertake regular client visits to review their portfolio, determine potential cross-sells, and recommend new products while participating in product campaigns
- Provide leadership for team members on preparation of weekly sales budget proposals, Team product campaign setups, facilitating budget drive payments, writing up daily and team weekly reports, and solving internal conflicts, among others
- Conduct credit analysis and determine the borrowing ability of customers
- Any other duty allocated by Management
Accounts intern
KEFRI
12.2014 - 05.2016
- Preparation, Examination, Recording and Maintenance of Accounting books and documents such as Project grants, payment and journal vouchers, Vote books, Imprest warrants, Final account ledgers and Budgets
- Conducting cash sale analysis
- Bank reconciliations
- Any other duty allocated by Management
Education
Finance
University of Nairobi
Nairobi12-2025
Accounts -
Strathmore University
Nairobi12.2015
Bachelor of commerce - Finance
University of Nairobi
Nairobi12.2014
Skills
- Customer centric
- Strong communication and coordination
- Precise decision making
- Good negotiation skills
- Creativity
- Self driven
- Team player
- Professionalism
- Leadership
- Integrity
- Niche presentation skills
Websites
Accomplishments
- Being recognized at our 2025 Cascade as a Top 5 Banker countrywide in the recent year ending 2024.
- Getting various awards in performance across the Group, most recently, the KCB Simba Awards. This demonstrates my determination to ensure that I not only grow in my career but also build my client base by fostering good and lasting business relationships.
Languages
English
Full Professional
Swahili
Professional Working
Timeline
Universal Banker
KCB Buru Buru
02.2024 - Current
Credit administration consultant
KCB Ruiru
06.2023 - 01.2024
Customer service consultant
KCB Ruiru
09.2021 - 06.2023
Retail sales associate
KCB Thika
05.2016 - 09.2021
Accounts intern
KEFRI
12.2014 - 05.2016
Finance
University of Nairobi
Accounts -
Strathmore University
Bachelor of commerce - Finance
University of Nairobi
Similar Profiles
STEVEN NOAKESSTEVEN NOAKES
ALL ROUNDER at BURU REHABALL ROUNDER at BURU REHAB
Rebecca PelayoRebecca Pelayo
Fulfillment and E-commerce Liaison at BURUFulfillment and E-commerce Liaison at BURU
BRENDA OMOSOBRENDA OMOSO
Customer Service Consultant at KCB BANKCustomer Service Consultant at KCB BANK