AGNES JULIUS MOSHI
Dar es salaam
Summary
Currently I’m a Client Care Executive with extensive experience in client relationship management for both Normal and Priority Clients strategies at Standard Chartered Bank. Expertise in resolving customer issues and enhancing customer satisfaction through operational efficiency initiatives. Having passion to develop and sustain a customer focused service delivery organization.
Overview
20
20
years of professional experience
Work History
Client Care Executive
Standard Chartered Bank
04.2014 - Current
- Company Overview: CLIENT EXPERIENCE
- I have managed to deliver simply first-class customer service and advice to our Consumer Banking clients in all interactions for transactional enquiries, complaints, and other service-related issues.
- Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc.
- CLIENT EXPERIENCE
Personal Financial Consultant
Standard Chartered Bank
09.2010 - 04.2013
- Company Overview: SHOPPERS PLAZA BRANCH AND NIC BRANCH
- Participate in branch sales planning to generate branch action plans for meeting/exceeding sales targets.
- Build and deepen relationship with existing customers.
- SHOPPERS PLAZA BRANCH AND NIC BRANCH
Customer Experience Officer
Standard Chartered Bank
07.2008 - 09.2010
- Company Overview: NIC BRANCH
- To attend to customer queries and complaints.
- To migrate counter transactions to self-service channel.
- To assist in queue management at transaction counters.
- Advise customer on bank products and services.
- NIC BRANCH
Bank Teller
Standard Chartered Bank
02.2007 - 07.2008
- Company Overview: NIC BRANCH
- Accept and posting cash deposits.
- Accept and post cash withdrawals.
- Maintain current stock of bank cheque.
- Daily reconciliation of current stock of bank cheque form.
- Posting of internally raised back-office entries.
- Issuance of bank cheques.
- NIC BRANCH
Bank Teller
National Micro Finance Bank
04.2005 - 11.2006
- Accept and posting cash deposits.
- Accept and post cash withdrawals.
- Posting of back-office vouchers.
- Reconciliation of remittance forms.
- Customer service duties.
Education
Advanced Diploma - Accountancy
Institute of finance management
01.2004
Advanced Certificate - Secondary Education
Jangwani Girl's Secondary School
05.2000
Certificate - Secondary Education
St Anthony's secondary School
11.1997
Skills
- Communication skills
- Cross-selling techniques
- Regulatory compliance
- Customer service excellence
- Operational efficiency strategies
- Problem solving skills
Accomplishments
- Achieved a 90%+ customer satisfaction score consistently for 12 months (2023-2024).
- Digital migration to customer, most clients are using our digital platforms like Mobile Banking and online banking.
- Successfully managed to retain customers throughout the transition period of more than 3 years since the announcement of Retail banking structuring from Standard Chartered Bank Tanzania to Access Bank PLC.
- Operation Excellence in terms of being a departmental continuity coordinator.
- Received teller allowance awards measured by error-free posted transactions and number of transactions while working as a teller at Standard Chartered Bank.
Hobbies and Interests
Reading different books, especially motivational books, healthy and religious books.
Training
- Bank teller course, NMB - Mbalizi RD Branch prepared by Tanzania institute of bankers Mbeya, Certificate of attendance
- Retail Banking: Fraud Risk Awareness and Prevention Course for Voice and Virtual, 2021
- Training, consumer, Private and Business Banking (CPBB) It matters Conduct, 2022
- Training, Caring for Vulnerable Client in Voice and Virtual, 2022
- Training on Personal Financial Management (PFM)
References
References available upon request.
Mobility
Flexible and adjustable to work at any environment in future should need arise.
Timeline
Client Care Executive
Standard Chartered Bank
04.2014 - Current
Personal Financial Consultant
Standard Chartered Bank
09.2010 - 04.2013
Customer Experience Officer
Standard Chartered Bank
07.2008 - 09.2010
Bank Teller
Standard Chartered Bank
02.2007 - 07.2008
Bank Teller
National Micro Finance Bank
04.2005 - 11.2006
Advanced Diploma - Accountancy
Institute of finance management
Advanced Certificate - Secondary Education
Jangwani Girl's Secondary School
Certificate - Secondary Education
St Anthony's secondary School
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