Baraka Mayanga
Dar es Salaam
Summary
Results-driven banking professional with over 15 years of experience in client care, bancassurance, teller operations, and credit assessment. Proven ability to drive customer satisfaction, exceed sales targets, and support digital banking initiatives. Adept at building strong client relationships, handling high-volume queries, and delivering tailored financial solutions. Recognized for contributing significantly to customer retention and digital transformation efforts.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Client Care Executive & Bancassurance Specialist
Standard Chartered Bank
Dar es Salaam
01.2019 - Current
- Attending client calls and addressing inquiries across multiple channels, including social media.
- Supported clients in opening accounts through the SC Mobile Banking App.
- Registered clients for digital platforms such as Online and Mobile Banking.
- Processed client requests for bank statements and SIM swap reactivations.
- Assisted SME clients with various banking queries and support.
- Prepared monthly team KPI performance reports and tracked service levels.
- Sold loans and insurance products using a consultative sales approach.
- Maintained high customer satisfaction and contributed to portfolio retention.
Teller
Standard Chartered Bank
Dar es Salaam
07.2012 - 12.2018
- Handled cash transactions including deposits and withdrawals accurately and efficiently.
- Resolved customer inquiries and complaints at the counter.
- Informed clients about bank services and cross-sold products.
- Recorded and reconciled daily bank transactions in compliance with internal policies.
Credit Officer
Finca Microfinance Bank
Dar es Salaam
12.2008 - 07.2012
- Reviewed and assessed loan requests and evaluated creditworthiness.
- Conducted financial analysis, calculated ratios and interest rates.
- Contacted clients for additional financial data and documentation.
- Approved or rejected loans based on risk assessment, maintaining portfolio at risk below 5%.
- Managed loan records and followed up on renewals and repayments.
Education
Advanced Diploma in Accountancy - Accounting
College of Business Education
Tanzania11-2008
Skills
- Client Service Excellence
- Bancassurance & Loan Sales
- Digital Banking Onboarding
- SME Client Support
- KPI Reporting & Performance Tracking
- Customer Retention Strategies
- Risk Assessment & Credit Analysis
- Teller Operations & Cash Handling
- Regulatory Compliance
- Consultative Selling Approach
Certification
- Certificate in Customer Service Excellence
- Training in Bancassurance & Financial Product Sales - Certificate of Bancassurance at Institute of Financial Management 2020
- Credit and Risk Assessment Fundamentals
Accomplishments
- Best Seller in Bancassurance (2024), Surpassed insurance sales target by over 300%.
- Client Retention Champion, Ensured over 95% retention of assets and liabilities during the Wealth and Retail Banking transition from Standard Chartered to Access Bank.
- Digital Migration Success, Contributed to tripling the client base from 30,000 to over 100,000 accounts, helping turn the segment into a profit-making business generating ~$1M/month.
Languages
- English, Fluent
- Swahili, Fluent
Timeline
Client Care Executive & Bancassurance Specialist
Standard Chartered Bank
01.2019 - Current
Teller
Standard Chartered Bank
07.2012 - 12.2018
Credit Officer
Finca Microfinance Bank
12.2008 - 07.2012
Advanced Diploma in Accountancy - Accounting
College of Business Education
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