Chishimba Doreen Chisenga
Lusaka
Summary
Dynamic banking professional with a proven track record at Access Bank, excelling in customer service and strategic leadership, I successfully drove branch growth and enhanced customer satisfaction through effective communication and relationship management, a background in managing diverse client relationships, fostering partnerships, and driving customer satisfaction. Strong skills in strategic planning, problem-solving, and communication honed from previous roles. Known for cultivating productive relationships and making significant contribution to business growth through proactive relationship management.
Overview
2
2
years of professional experience
4039
4039
years of post-secondary education
Work History
Prime banking officer
Access Bank
Katete
07.2024 - Current
- Processed customer transactions efficiently and accurately.
- Assisted clients with account inquiries and product information.
- Maintained up-to-date knowledge of banking regulations and compliance.
- Educated customers on digital banking tools and services.
- Collaborated with team members to improve service delivery standards.
- Resolved customer issues promptly to enhance satisfaction levels.
- Assisted in the development of new banking products and services for clients.
- Analyzed customer financial needs and recommended appropriate banking products.
- Developed marketing strategies to attract new customers to the bank.
- Provided value-added approach to meet customer personal financial needs by analyzing and profiling customers and cross-selling financial products.
- Processed loan applications, evaluated creditworthiness, and approved or denied loans.
- Developed relationships with customers to increase sales of bank services.
- Performed regular reviews of customer accounts to ensure compliance with regulations.
- Drove branch growth and profitability, building credibility, developing relationships and increasing visibility within community and industry.
- Advised customers on how best to manage their finances according to their individual goals.
- Participated in training programs designed to improve job performance skills.
- Coordinated with other departments within the bank to meet customer needs.
- Prepared reports on branch activities for senior management review.
- Verified accuracy of documents related to loan processing activities.
- Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
- Built productive relationships with stakeholders to continually develop new business.
- Oversaw the processing of loan applications, from initial review to final approval and disbursement.
- Conducted thorough risk assessments on loan applications, contributing to a decrease in default rates.
- Assisted customers with banking inquiries, account opening, and loan applications.
- Reviewed customer documentation prior to account opening and closing in order to verify identity information provided by customers.
- Provided customer service support for account opening, deposits, withdrawals and loan applications.
- Verified accuracy of documents submitted by customers for account opening purposes.
- Managed account opening process including client onboarding, KYC and AML review, account documentation, and trading system set-up.
- Greeted customers warmly upon arrival and provided assistance as needed.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Implemented best practices for providing exceptional customer service experiences.
- Educated customers on the features of new products or services being offered.
- Addressed customer questions and concerns regarding products and services.
- Answered customers' questions about services and products offered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Surpassed sales goals through implementation of successful marketing strategies.
- Utilized strong multitasking skills to handle simultaneous customer calls and inquiries with professionalism.
Internal Auditor
National AIDS Council
Lusaka
02.2024 - 07.2024
- Conducted internal audits to assess compliance with organizational policies.
- Evaluated financial records for accuracy and adherence to regulations.
- Collaborated with teams to identify areas for process improvement.
- Assisted in preparing audit reports for management review.
- Supported risk assessments by analyzing internal controls and procedures.
- Documented findings and recommended corrective actions for issues identified.
- Assisted external auditors during annual audits by providing necessary information.
- Investigated discrepancies that were uncovered during audits.
- Ensured that all reports were filed accurately and timely according to applicable laws.
- Maintained a database of all completed audits and their results.
- Identified potential fraud risks and developed strategies to mitigate them.
- Performed testing of internal controls based upon strict regulations.
Education
Bachelor of Science - Accounting And Finance
University of Lusaka
Lusaka, Zambia 01.2018 - 12.2023
Great North Road Academy
Lusaka, ZambiaLicef Secondary School
Lusaka, ZambiaSkills
- Customer service
- Regulatory compliance
- Risk assessment
- Team collaboration
- Effective communication
- Problem resolution
- Attention to detail
- Time management
- Networking skills
- Strategic planning
- Persuasive communication style
- Cross-selling products
- Verbal and written communication
- Customer relationship management
- Marketing
- Team leadership
Languages
English
First Language
Nyanja
Intermediate (B1)
B1
Bemba
Advanced (C1)
C1
References
- Access Bank Zambia
Branch Manager
Annah Siwiwaliondo
+260 97 9255863
- National AIDS Council
Director Internal Audit
Duncan Banda
+260 97 7606497
- University of Lusaka
Lecturer
Mr. Mwansa
+260 97 7580824
Timeline
Prime banking officer
Access Bank
07.2024 - Current
Internal Auditor
National AIDS Council
02.2024 - 07.2024
Bachelor of Science - Accounting And Finance
University of Lusaka
01.2018 - 12.2023
Great North Road Academy
Licef Secondary School