MUFAYA LIYWALII

Multi-skilled and qualified professional with 8+ years of hands-on experience working in a busy bank environment with a successful track record of meeting self and bank financial goals, by ensuring delivery of exceptional services to clients. Skilled in performing compliance reporting, and developing and implementing compliance auditing and monitoring strategies with an unmatched ability to increase team efficiency by providing operational and administrative support to different disciplines within the company. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations. Further, I am an enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training with a proficiency in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture with documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings that encourages manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.

• Successfully accomplished business objectives by identifying and resolving user/customer information and processing problems - Achieved highest Number of resolved queries consecutively from 2022 to 2023
• Reduced sanction related transactions by over 90% for the year 2023 by advising clients on best practices in transactional processing
• On boarded over 90% clients from paper statements to Electronic statements for the year 2023 which has seen an improvement in data confidentiality and educed the cost of printing and couriering the statements
• Updated the client database in 2023 to ensure all client details are captured under the KYC policy and different client information is maintained for various client information, this led to an easier means of client contact each time new products are enrolled or clients need to be contacted
• Pioneer in the update of dormant accounts at Citibank and ensuring clients are updated on their red account flags to ensure clients have full information before accounts are closed due to dormancy, this led to the closure of over 60 accounts that had been dormant for the year 2023
• Proactively determined optimized business processes on customer follow ups which reduced workload and increased efficiency - Had the most satisfied client feedback in Sub Sahara as per the 2022 client survey feedback
• Champion in ensuring that the cut off on correspondence banking process and reconciliation processing lags between the ZNBS and Citibank systems are fully commissioned which led to 99% straight through process without manual intervention in 2022
• Earned highest marks consecutively for customer satisfaction, country-wide within Citibank since 2022
• Implemented a series of protocols and procedures required for 100% compliance of bank matters
• Pioneer on the industry project that led to a reduction of failed direct debits collections by our service providers through correspondent bank reconciliation by over 50% in 2021
• Appointed first point of contact for Citibank digital tools for clients using Citi direct online banking platform
• Implemented the E-stamp of Checks to reduce manual touch points at Citibank in 2016 which reduced the manual touch points and increased efficiency by over 50%, this led to the reduction of required man power in transactional processing
• Lead personnel at Citibank in the revision of item value limits and ensuring all clients were adhering to Check splitting measures.

• Exceptionally well-versed in deciphering clients' financial goals, and providing them with insight into how the bank can assist them. Exceptional “can do” attitude with ability to determine clients' specific requirements, regarding their financial goals. Experience and skilled in compiling data, and conducting data analysis. Effectively able to identify opportunities for operational improvements on a day-to-day basis, placing special focus on the efficacy of each outcome Qualified to manage and develop portfolios of clients, aiming to deepen and broaden relationships with clients. Solid track record of effectively resolving clients' problems and complaints, with an aim to retain their business and loyalty. Offering experience in creating and maintaining effective liaison with customers, to ensure delivery of seamless, and efficient services. Ability to connect with existing customers through various channels, and perform appropriate follow-up methods. Record of delivering creative and innovative solutions to problems. Extensive experience in creating and maintaining compliance programs to ensure both internal and external controls. Known for developing target pipelines, and handling marketing for new profitable status customers from identified sources. Familiar with preparing and presenting credit analysis and recommendations on borrowing requests. Exceptionally well-versed in preparing reports and projections, and presenting findings to the management.