Richard Muchindu

• Issue claim forms to clients and assist clients in filling out the forms in a timely manner and correctly, to ensure the claims are processed with efficiency.
• Receive claim forms filled out by clients, check their completeness, and ensure the processing of the claims is done efficiently.
• Assist in keeping records used in the processing of benefits and contributions to ensure the records are only accessible to authorized persons, are complete, and easily accessible when required.
• Receive and issue contribution forms to assist in the administration of member contributions in line with the NAPSA policies and procedures.
• Vet the claim forms received to ensure the forms are duly filled, and the information is genuine, to enhance integrity in the claim payment process.
• Attend to queries raised by clients to ensure high customer satisfaction through quick, efficient, and effective service.
• Prepare reports as requested to assist in the administration of member funds.
• Log the claims received to enhance record keeping and ease of access to information in the administration of benefits.
• Issue member statements and Social Security cards to walk-in clients.
• Processed pension applications and verified documentation for accuracy and completeness.
• Provided assistance to clients in understanding pension benefits and services.
• Responded to customer inquiries through phone, email, and in-person interactions.
• Coordinated with internal teams to resolve client issues effectively and efficiently.
• Handled confidential information with discretion according to privacy regulations.

Engaged customers to promote banking products and services.
• Contributed to an increase in the average balance of the portfolio of assets, as defined in the Financial Performance Report of the business.
• Delivered exceptional service that exceeds customers' expectations through proactive, innovative, and appropriate solutions.
• Assisted with the management of existing customers and contributes to the growth of the portfolio through making contact, generating leads, and fulfilling leads into sales won.
Assists in growing the active customer account base to increase the client base and revenue pool.
Strengthens customer relationships through regular calls and visits to customers to promote loyalty.
• Assisted in migrating accounts from transactional to self-service.
• I always practiced the tenets of treating customers fairly.
• Ensured that customer queries and needs are attended to on time.
• Ensured that all sales returns are done in line with set standards.
Adhered to IBP standard customer service guidelines.
• Actively participated in the employee surveys all the time.

• Sales and Lead Generation:Identify, prospect, and acquire new customers, both individuals and companies, to expand the bank's customer base.
• Product Promotion:Market and sell the full range of bank products and services, including current and savings accounts, loans, and other relevant offerings.
• Customer Relationship Management:Build and maintain strong, profitable relationships with customers by acting as a primary point of contact.
• Cross-Selling:Leverage comprehensive knowledge of bank products to cross-sell other relevant offerings to existing and potential customers.
• Sales Target Achievement:Consistently meet or exceed daily, weekly, and monthly sales targets as set out by the bank.
• Customer Service:Provide excellent customer service, address inquiries, and resolve issues to ensure a positive customer experience.
• Prepare and present monthly sales reports to supervisors and keep sales and lead monitoring tools updated.
• Compliance: Adhere to the bank's Direct Sales Code of Conduct, HR policies, and AML/CFT policies.

• Collected meter readings from residential and commercial properties for billing accuracy.
• Inspected meters for damage, leaks, or tampering to maintain service integrity.
• Documented and reported discrepancies in meter readings to appropriate personnel promptly.
• Responded to customer inquiries regarding meter readings and water usage effectively.
• Coordinated with maintenance teams to schedule repairs on faulty meters efficiently.
• delivered bills on time and ensured bills were paid on time and in full

• Presented product offerings to clients, demonstrating key features and benefits.
• Conducted market research to identify new sales opportunities and trends.
• Collaborated with team members to create effective sales strategies and campaigns.
• Managed customer inquiries, providing timely information and solutions.