Erasmus Rwebangira
Summary
With over twelve years experience in the banking space, three years spent in banking operations, and nine in the customer service. I am a highly adaptable banker when it comes to cross selling, customer retention and satisfaction, governance, customer management, compliance, and digital banking. Extremely involved and knowledgeable about the banking industry, concentrating on structured value-adding solutions.
Overview
11
11
years of professional experience
Work History
Client care executive- Sales
Standard Chartered bank
02.2016 - Current
- Handling the call Centre mailbox by attending all the enquiries and queries that client send.
- Supporting clients to open accounts via SC mobile banking app.
- Receiving and processing bank statements requests.
- Receiving and processing sim swap reactivation requests.
- Registering clients in all digital channels (Online and mobile banking).
- Supporting Business clients (SME) in their queries and enquiries.
- Preparing monthly performance reports for the team (KPIs).
- Handling queries and enquiries that client channel to us via social media.
- Tracking and sharing the service level of the team.
- Handling queries and enquiries that client’s channel to us via calls.
- Selling loans to clients.
- Selling insurance policies using a consultative sales approach.
Cash Management Operations
Standard Chartered bank
07.2014 - 02.2016
- Receive Out going Telegraphic (OTT) instructions from all authentic channels.
- Perform preprocessing checks which include checking if all details are in order so the payment could be processed.
- Ask and advise financial markets on all rate related payments.
- Scan instructions to Hub as the maker and amend any returned instructions.
- Post instructions especially bank to bank.
- Process STS and I-BANKING payments.
- Attending queries on OTT from all our stakeholders.
- Attend all queries related to OTT & SANCTIONS.
- Perform EOD reconciliation daily.
- Prepare End of day report for all the pending instructions.
- Attend to CP/OBC paid.
Education
Bachelor - Banking and Finance
Institute of Finance Management
01.2015
Skills
- Interpersonal skills
- Teamwork
- Multi-tasking skills
- Customer care
- Listening skills
- Problem-solving skills
- Reporting skills
- Presentation skills
- Analytical skills
- Cash management operations
- Digital banking
- Customer experience
Accomplishments
- Improved Customer Retention throughout the transition period of the Wealth and Retail banking portfolio from Standard Chartered bank to Access bank Plc ensuring over 95% of the Assets and Liabilities of the WRB pool are acquired.
- Turning around the Wealth and Retail banking segment into a profit-making business of an average of $1 million on monthly basis by contributing to tripling the accounts from 30,000 to 100,000+ via the Digital banking initiative.
- Streamlined cash management operations from manual instructions to digital banking instructions provided via the solutions we offer to clients entailing from online banking and Straight to bank resulting to the best customer experience in the market when it comes to customer transaction instructions for personal and corporate clients.
References
- Hellen Mrope, Head Cash Management Operations, Standard Chartered bank, +255 762 233 546
- Norbert Banturaki, Team Leader Voice & Virtual, Standard Chartered bank, +255 713 662 190
- Julius Macha, Lecturer, Institute of Finance Management, +255 715 372 631
Timeline
Client care executive- Sales
Standard Chartered bank
02.2016 - Current
Cash Management Operations
Standard Chartered bank
07.2014 - 02.2016
Bachelor - Banking and Finance
Institute of Finance Management
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